Complaints
This profile includes complaints for Elko Spas & Billiards & Pools's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:05/13/2024
Type: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.
From March to April 2024, we were charged for multiple cleaning and drainings of our hot tub. We were told that the tub was clean. Only days later (no one used the tub) it was foul-smelling and brown. This happened for weeks. We could not get a resolution. And we kept getting charged for chemicals and service that was not done, or so poorly done that in just two days, the water was so filthy that it could not be used. It was a health hazard. I called the company multiple times. They would not call me back, but kept charging me for the services.
Business Response
Date: 05/23/2024
Dear ***** Family and BBB
First Elko Spas, Billiards & Pools would like to Thank the ***** Family for being an Elko Customers.
Elko has been an award winning dealership and in business for 20 years. We have held an A+ with the BBB because we earned it. The Elko Cleaning team and Service Team has been taken care of many rentals properties pools and hot tubs (spas), Commercial HOA Pools and Hot Tubs (spas) and private residence homes with pools and hot tubs the last 20 years. Elko Spas, Billiards and Pools were voted one of the Top 50 Service companies in the County in Pool and ************ 2023. **** was also inducted into the Aqua 100. This prestigious award for customer service and excellence. was voted upon and Elko is one of the top 10 Dealerships in the county to Win Aqua 100 for 2024. Elko has also won yearly local awards Voted by our community the best Spa & *********************** in our area for the last 20 years.
This is our first BBB complaint for a hot tub cleaning ever in 20 years!
Elko Prides ourself with hiring qualified employees. The cleaning team is no exception. The Elko Cleaning team are all CPO. Certified Pool Operators. A CPO has to learn about health and ************* signed up for cleanings in Aug 2023. Elko Cleaning team had been doing weekly cleanings and the house is a rental house. A rental house in *****/***************** is a home that is on the rental program and is rented out weekly or longer. We are not sure how many people rent this home. Some rentals can sleep up to ***** people.
In Hot Tub water is warm to hot water ****** degrees. Hot water can multiply bacteria faster and cause the water to become cloudy due to heavy bather load. Meaning many people (adults, children, babies) in and out of the hot tub. CPO are also taught to add what is needed. Not to much and not to little. It's a fine dance, since the unknown is how many bathers (people) will be using the unit in a day. Multiply 1 day x 7 in a week the water can turn in one day. Over 7 days the water could be very bad or just cloudy. With Heavy Bather Load (many people/children/babies at the rental) Home owners/Landlords call elko for an extra cleaning and even a Drain and Clean after the Renters leave. A drain and clean is a service Elko Spas offers. All the Hot Tub water is drained out of the tub. Filters cleaned with filter cleaner. Tub wiped down. Then refilled with new clean water and the water will be balanced for the new renters. If the Hot Tub is really nasty we also do a drain and clean with a Flushing product to clean out all the biofilm. (icky stuff in the pipes)
If the water was not safe the CPOs would have treated the water, as well as called the Elko Manager to advise the customers, the Rileys they need to do a drain and clean. The Elko Cleaning team has taken care of many rentals, Commercial HOA and private residence homes over the last 20 years. This is our first BBB due to a hot tub cleaning.
The Rileys were a weekly cleaning customer. They signed a cleaning agreement and a credit card authorization for their credit card to be ran for all services rendered.
February cleanings 2024 (2/1, 2/8, 2/15 & 2/22) were weekly and paid on 3/7/24. $157.63 for 4 cleanings and chemicals. (NO DRAIN and CLEAN)
March cleanings 2024 (3/2 & 3/9) were twice that month. Communicated with the Service manager on numerous occasions. We would have to pull the phone records. The communication was that the ******* had No renters this month and had **** had staff out. We appreciate the ***** family agreeing to have two cleanings. Again, Spoke the ***** Family they agreed to do twice that month since they did not have any renters. Please remember the customer approved two cleanings. If the cleaners were not there. The homeowners either can add chemicals as needed or they wait until the next week when the cleaner returns. Elko doesn't know if the owners were using the tub, since there were no renters that month. Elko was never notified, if the home owners added any chemicals in between cleanings. Payment for two cleanings and chemicals 5/16 $91.76.
***** cleaning 2024 ( 4/9 & 4/11). 5/10 $91.76. ************* canceled the service after the second cleaning.
As you can see from the totals of the service. There were no Drain and Cleans ordered or needed. Drain and Cleans run over $400 per.
Payment ran on the month of March and ***** were in May due to our Enterprise POS system, RB Solutions was down, then not working properly and we could not bill until corporate figured out the bug in the computer system.
We apologize for any inconvenience. We have no control over computer failure and issues. Sadly, comuters and programs fail and it take time to get the bugs worked out.
The properties were cleaned and chemicals added. The invoices were paid. The amounted the BBB complaint is about is for 3 months. why didn't they call us after a week or two. As we previous stated. Hot tub water can turn in 1 due to hot water, bather load etc.
We are sorry to see the ***** Family cancel service. The Elko Team wishes them the best.
If you have any questions please reach out to **************** Team ****************. This is he direct line to the service department.
Thank you in advance
************************* and the Elko Team
Initial Complaint
Date:01/16/2024
Type: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.
October 2023 in-ground pool installed by Elko Pools and Spas. Per agreement pool was paid in full. After payment we were told that Elko would file all warranty paperwork for pool and pump/filter and kept it in a file at Elko. I reached out to ************************* and team via email on 11/14/23 and inquired if the paperwork for warranty had been filed and when would I receive copies. On 11/17/23 ************************* responded and stated the warranty paperwork will be filed and backdated to the day of installation and I would receive copies of warranty paperwork via email AFTER Thanksgiving. On 12/13/23 I reached back out to Elko because I still had not received proof the warranty paperwork had been filed nor had I received copies of warranties. My husband on 12.21.23 then sent a text to ************************* and asked again about the warranty paperwork for pool and pump/filter, she stated she will back date the warranty to date installation and they are working on it. She said we would receive the paperwork by the end of next week. No one respond to my email on 12.13.23, I reached back out again on 1.11.24 and asked again why I haven't received copies of warranty paperwork. My husband reached out to Pentar-the pump/filter on 12.21.23 and warranty hadn't been filed. Not sure who to reach out to about pool shell. As of this date No warranty copies have been sent via email to myself or my husband. No one at Elko, including ******** the owner has responded back to my last two emails either.Business Response
Date: 01/27/2024
Dear ****** Family,
The Elko Team would like to apologize for not getting you a warranty paperwork. If you did have any warranty issues. Elko or any other Pentair warranty center could easily get the info off your equipment. Pentair Warranty is only for Pentair Manfuacturing defects. Anything else is a standard call.
We have not forgotten about the ****** famiily. We did advise them to use my cell and text me.... anytime.
Elko Pools and *********, Billiards & Pools has been in Business for 20 years. Elko is an award winning dealership. **************** Team just won a a National Award from Aquq Magainze. One of the #1 Service Companies in the County. This January when *************** was saying we were not responding. The Team was at an Internation HotSpring Spas conference. The Elko Team won the #1 HotSpring Gold Dealer in the South East.
We are not going to make any excuses conduction personal and business during the past few months. Your warranty is not lost.
My team and I have always been in touch with the ****** family. There is nothing wrong with the equipment and if there was we would set up a service call and repair/replace under Pentair Warranty. They can use Elko or any Authorized Pentair ***************.
The ****** family was advised that Elko is a ********************************* and *************** for Pentair Products.
They have a three year warranty on their Pentair Pump, Pentair Filter and Pentair Salt system.
The Elko Team and I are not ignoring the ****** Family.
The Elko Team and *********************** is aware of the BBB complaint and Pentair Warranty will also be contacted.
Sorry for any convenance this delay in getting your your warranty information has caused you.
The Elko Team will contact Pentair and get you what you need to move forward.
Customer Answer
Date: 02/01/2024
Better Business Bureau:I have received the warranty paperwork for the pump and filter. I had to reach back out and ask about pool warranty. Received that paperwork today. That should have been processed 10 days after install. Pool manufacturer stated they will accept it late.
The remarks concerning her reaching out to us were untruthful .We have been reaching out several times since the beginning of Nov by both email and text messages to ********* cell number and team. Response was either I was told next week or just ignored. We have copies of all emails and texts.Pool installed in October and finally with the help of BB&B this has been resolved.
we have received our warranties from the business in reference to complaint ID ********, and this is resolved.
Sincerely,
***************************Initial Complaint
Date:10/02/2023
Type: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.
My pool was installed May of 2022, completed in June 2022. Within the first week the pool light turned black. It still is black with mold as no one has come to fix. They told me I could try to clean the light, but to be careful as I may be electrocuted! Problem number 2 is that a pipe fitting is leaking directly above the salt cell. I have been trying to get service for past several months for this problem and they never will schedule me an appointment.Business Response
Date: 10/16/2023
Response will be uploaded this week.Customer Answer
Date: 10/17/2023
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.
Sincerely,
***********************Initial Complaint
Date:10/31/2022
Type: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 our pool from Elko Pools and they started installing on 5/23/22. We filled the pool 3/4 way on 5/26/22. On 5/27/22 they were scheduled to come back and install the filter and skimmer. They did not come back until 6/1/22. Because the water spent so long without a filter or chemicals, we got yellow (mustard) algae. Elko denied it was their fault where as 2 pool companies said it was most likely and 1 pool company stated that it was definetly caused. Hundreds of dollars and 6 weeks witout being able to swim. Yellow algae is the hardest algae to kill. The end of July we noticed that not only did we have the algae problem but our filter was not working properly. We contacted **** and they sent a tech out and he stated that he saw the same problem with this particular filter. On August 15, 2022, **** told us that they ordered the part. We again were unable to swim. On 8/29/22, I called to question the part delivery expected day. They said no idea. I also asked that they repace the filter. They quickly said no. On 9/12/22 I again called and was told the part was not in and again I asked that the filter be replaced. The service manager said that because the filter was under warranty, they could not replace the filter. What good is a warranty if we cant use the pool. Now 10 weeks later, still no part. The pool was so bad that even vacumming the pool everyday, you still couldn't see the bottom. If this continued, the liner would of been permantly stained. On 9/16/22, we went to C C Pools and purchased a new filter. We have had numerous problems with their customer service. I even received a phone message saying that they were going to call the police on us because they left tools here for 3 days after the pool was done. I left 2 messages questioning when they were going to pick them up. We are 62 years old and the only interaction we have with police is to thank them for their service. Never recived such poor customer service.Customer Answer
Date: 11/13/2022
Have not heard from the business for any resolution.Business Response
Date: 12/06/2022
Please see the attached response from the business.
See Attachment/File: Response DocsCustomer Answer
Date: 12/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
*************** response is not surprising.We didn't expect much else. She went on about how we didn't maintain the pool and how we shut off the filter. That is completely untrue. Why would we spend $7,454.90 on a pool that we were not going to maintain. The yellow algae was due to our pool water sitting for 6 days with no filter or chemicals. The techs were taken off our job to fix another job. It had nothing to do with "rain".Our pool was not ready to swim in. When we did a water test with the testing strips they supplied, it showed that all the chemicals were off. Because of my skin issues (under doctors care for 14 years), no way was I getting in water that was unsafe. We went to a different pool company for chemicals and water testing because it was convenient and we certainly were not going to go to Elko Pools after receiving such terrible customer service. When I told ************ where we were having our water tested and buying our supplies, she responded saying that "Sunco was a good company". Our original complaint did include the algae issue to show a continuous issue with Elko Pools. However, our desired resolution was regarding the broken filter. **************** response regarding this was how nothing was leaking and how our pool was 100% under warranty. Again, not surprised with this resonse. The same tech that installed our pool came out August 12, 2022, and told me that he had seen the same problem with another pools that had the same problem. He told me that they would need to order the parts and when it came in, he would install the part.I asked him when they think they would receive it and he said "a week or two". On Monday, August 15, 2022, the service manager at Elko called and said they ordered the part. I called almost every week to see if the part was received. As of today, December 13, 2022, no part received. At no time did we shut off the filter or stop putting chemicals in. We did ask numerous times for a replacement filter as the original filter was not working. We continued receiving the same answer, "your pool is under warranty and they could not replace the filter. What were we to do. A pool that we couldnt swim in AGAIN! *********** made it sound like we werent capable of maintaining a pool. However, since our new filter, we havent had any issues at all. We have had 3 pools in 0ver 25 years. Never had any algae issue. We always maintained our pools.Business Response
Date: 12/27/2022
Please see the attached business response.
See Attachment/File: Business Rebuttal ResponseCustomer Answer
Date: 12/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe ************ has her complaints mixed up. In her first response she mentioned that we had a drip and we shut the filter off. None of that is correct. Now with her recent response she states that the drip in the multiport value collar gasket was fixed and replaced for free. No, no one from Elko pools has been here since August 12, 2022. Really not sure what her response has to do with our pool. Our filter was blowing sand from the filter back into the pool. When the tech came out on August 12th, he never went near the filter nor did he look at the filter. The minute he saw the water, he knew the problem because he had seen it before with a previous pool that had the same filter and the same issue. He said a part needs to be ordered and it would take a week or two. On August 15, 2022 the service manager called me and said the part was on order. As of today, December 29, 2022, no part.
She continues to state how customer friendly they are and how I can go to Elko with any pool concerns and how our pool is under warrenty. As I mentioned in my complaint and response, we had requested a new filter and were told no on more than 1 occasion.
In elkos first response they said that we refused to give their equipment back and that the service manager said that she would have a sherriff ****** their team to get their equipment back. Again none of that is true. I called elko 2 times and left messages asking when they would be here to get their equipment. Who wants yard equipment hanging around their yard. We put it away. That is different than stealing it. The manager treatened me with her message saying she was going to call the cops on me. That is some kind of customer service. Not returning phone calls and treatening your customers with the cops.
Again, we want to be reinbursed for the new filter.
Business Response
Date: 01/09/2023
Please see the attached response from the business.
See Attachment/File: Elko vs LangRebuttal Response.pdfCustomer Answer
Date: 01/11/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
***********, please check with the tech that installed our pool and he was the same tech that came out on August 12, 2022. He will probably remember our job because of our very large dog. Both of the techs really liked him. Everyday that they were here installing our pool, the techs would ring my door bell to let me know they were here. They knew that the dog who weighs **************************************** I know if someone is in my yard. He could probably explain to you what the issue was with our filter.
No one has been here since August 12th when ****** saw the problem and said parts needed to be ordered. Again, after August 12, 2022, I called Elko every week to see if the part was received by ****. Always the same response, NO. You keep stating that it was repaired. That is not true. If it was repaired, please tell me when it was repaired and how they entered our back yard because since the pool has been filled, the gate for the fence has been locked. Again, please tell me how they got in my back yard and when
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