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Business Profile

Pool Contractors

Carolina Pools Technology

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Carolina Pools Technology's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carolina Pools Technology has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 type

    • Initial Complaint

      Date:02/10/2025

      Type:Customer Service 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.
      The first week of January 2025, I called Carolina Pools Technology to have a Nautilus cc pool vacuum repaired. They instructed me to bring the vacuum in and they will take a look. I did the that.

      They called me later and told me the repair would cost approximately $372 ($125 for labor) for the repair. I told them that was way more than I wanted to spend. So I went there and picked up the vacuum, which was not put back together. I picked up the pieces and took to my car. This occurred on January 9th.

      Upon returning home, they had emailed me a bill for $125.00. I asked what was that for. They explained that it was for the diagnosis of the problem. I didn’t sign anything, they didn’t tell me beforehand or during, it wasn’t until I got home that I was confronted with a bill.

      I explained to them that they should’ve made me aware. They told me if I didn’t pay, they will send my bill to collections.

      They keep sending me bills, but I am refusing to pay.

      Business Response

      Date: 02/10/2025

      The invoice below is for
      troubleshooting/diagnostics on the Maytronics dolphin. Diagnostic services are
      critical in identifying the issue. This service requires expertise, time, and, often, expensive diagnostic
      tools. We must pay our technicians for their time and knowledge to perform
      these tasks. We have found the issues and sent an
      estimate for his approval. As explained when Mr. ****** over the phone before he dropped off the Maytronics dolphin for diagnostics, if estimates are approved, the diagnostic fee is dissolved into the
      labor for repair. If Mr. ****** decides not to proceed with the repair, we charge for
      the time and labor that went into troubleshooting. 

      The client showed up unannounced to pick up his unrepaired maytrinics dolphin. The technician offered to reassemble and load it in the car. Mr. ****** declined for us to reassemble the Maytronics Dolphin.  I hope this answers your
      question. 

      Customer Answer

      Date: 02/10/2025



      Complaint: ********



      I am rejecting this response because:

      Their statements are false  They did not mention any costs for diagnostics.  And they called me to pick up the vacuum.  I did not show up unannounced   They are lying   

      at this point it’s my word against theirs.  If I had known it would cost $125 to look at my vacuum, I would not have dropped it off   That’s outrageous for a vacuum  




      Sincerely,



      ****** ******

      Business Response

      Date: 02/10/2025

       

      BELOW YOU WILL FIND THE EMAIL THREAD, DATE, AND TIME STAMPED. THE CUSTOMER WAS INDEED AWARE OF CHARGES AND DECLINED REASSEMBLY UPON PICKUP.

       





      On Jan 9, 2025, at 1:05?PM, Jake Fortner <[email protected]>
      wrote:

      Mr. ******,

      As mentioned, Diagnostic
      services are critical in identifying issues with equipment, vehicles, and other
      technical issues. This service requires expertise, time, and, often, expensive
      diagnostic tools. We must pay our technicians for their time and knowledge to
      perform these tasks.
      We were unaware you were
      coming to pick it up yesterday. Shawn asked if you would like us to reassemble
      the machine for you, and you declined. Unfortunately, your account will be sent
      to collections if you do not pay the invoice. We are happy to work out a
      payment plan if you do not have the funds.

      Thanks

      Jake Fortner
      General
      Manager
      Atlantic
      Pools & Water Feature
      Carolina
      Pool Technologies
      436 Hwy 601 S
      Lugoff, SC
      29078
      803-438-7660
      803-272-0183
      Direct Line

      <image001.jpg>


      From: ****** ****** <[email protected]>
      Sent: Thursday, January 9, 2025 12:03 PM
      To: Jake Fortner <[email protected]>
      Subject: Re: New payment request from Carolina Pools Technology -
      invoice 900723

      This was not explained when I dropped the vacuum off.
       And the vacuum was picked up in pieces, not put back together.  

      I will not be paying this bill.  






      On Jan 9, 2025, at 9:11?AM, Jake Fortner <[email protected]> wrote:

      Good Morning,

      The invoice below is for
      troubleshooting/diagnostics on the Maytronics dolphin. Diagnostic services are
      critical in identifying the issue. We have found the issues and sent an
      estimate for your approval. If approved, the diagnostic fee is dissolved into the
      labor for repair. If you decide not to proceed with the repair, we charge for
      the time and labor that went into troubleshooting. I hope this answers your
      question.

      We appreciate your business.

      Jake Fortner
      General
      Manager
      Atlantic
      Pools & Water Feature
      Carolina
      Pool Technologies
      436 Hwy 601 S
      Lugoff, SC
      29078
      803-438-7660
      803-272-0183
      Direct Line
      <image001.jpg>


      From: ****** ****** <[email protected]>
      Sent: Thursday, January 9, 2025 4:37 AM
      To: Customer Service <[email protected]>
      Subject: Re: New payment request from Carolina Pools Technology -
      invoice 900723

      What is this for?  





      On Jan 7, 2025, at 11:49?AM, Carolina Pools Technology
      <[email protected]>
      wrote:

      INVOICE
      900723 DETAILS

      Carolina
      Pools Technology

      DUE 02/06/2025
      $125.00
      Review and pay
      Powered
      by QuickBooks
      Dear
      ****** ******,

      Here's your invoice! We appreciate your prompt payment.


      Thanks for your business!
      Carolina Pool Technologies

      Automatic Bill Pay- Invoices are processed on the 10th of each month.
      CREDIT CARD PAYMENTS WILL BE PROCESSED WITH A 3% TRANSACTION FEE.

      Confidentiality Note: This email, including its contents and attachments,
      if any, are confidential. If you are not the named recipient please notify
      the sender and immediately delete it. You may not disseminate, distribute,
      or forward this email message or disclose its contents to anybody else.
      Copyright and any other intellectual property rights in its contents are
      the sole property of Carolina Pool Technologies, LLC. Email transmission
      cannot be guaranteed to be secure or error-free. The sender therefore does
      not accept liability for any errors or omissions in the contents of this
      message which arise as a result of email transmission. If verification is
      required please request a hard-copy version. Although we routinely screen
      for viruses, addressees should check this email and any attachments for
      viruses. We make no representation or warranty as to the absence of viruses
      in this email or any attachments.
      Bill to ****** ******
      406 Beaumont
      Blythewood, SC 29016 Richland
      Terms Net 30



      Diagnostics for repair for Nautilus CC Plus

      1 X $125.00 $125.00

      Subtotal $125.00
      Tax $0.00
      Total $125.00
      Balance due $125.00

      Thank you for your business! We are now accepting ACH
      payments. Autopayment by Credit Card will be processed on the 10th of
      each month. Checks can be mailed to PO Box 925, Lugoff, SC, 29078.
      CREDIT CARD PAYMENTS WILL BE PROCESSED WITH A 3% TRANSACTION FEE.
      PLEASE REMIT ALL CHECKS TO CAROLINA POOL TECHNOLOGIES.

      Review and pay

      Carolina
      Pools Technology
      PO
      Box 925 Lugoff, SC 29078
      803-438-7660
      [email protected]

      If you receive an email that seems fraudulent, please
      check with the business owner before paying.

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      Intuit, Inc. All rights reserved.
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      of Service


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