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Business Profile

Swimming Pools

Paradise Patio, Pool & Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Pools.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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 status

Complaint type

  • Initial Complaint

    Date:05/23/2024

    Type:Order 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.
    We purchased our 16' x 32' above ground ******* ******* Pool from Paradise Patio Pool & Spay on 3/23/2022. The owner's wife ***** made promises on when the pool construction would start & when it would be done which were all lies. It was delayed weeks without explanation. Nicki looked at our backyard to see if additional ground work was needed. She said no extra work needed. We spent $3500 for a retaining wall which we were NOT told about until it was time to start the pool. I ordered a slide for the pool in May which was supposed to be in in 2 wks but by August we still didn't have it. ***** promised the slide & ordered it but never paid for it so the company never shipped it. In Sept 2022 maintenance came & put on the winter tarp to protect the pool for winter. Oct 2022 tarp had a rip & debris collected in the pool. Called Paradise to replace the tarp but no one ever came. May 2023 opening - tons of debris and mud/dirt from the ripped tarp. *** gave us complimentary cleaning but we spent hours and hours all summer cleaning the pool. June 5, 2023 I called Paradise & talked to office mgr ******. Discussed issues we've had & lack of follow-up from Paradise. He said he'd pass on to owners **** & ***** to call me back. No one called. August 2023 heater quit working & *** came out. He reset the heater & I got billed $211. I called & left a message asking why the heater wasn't covered under warranty no one called me back. May 15, 2024 - *** has left Paradise & now works independently but is contracted by Paradise for pool opening/closings and any maintenance work. Everyone in that dept quit from Paradise due to mis-management and continued issues. He was contracted to come out & open the pool. Again our winter tarp ripped during the winter and our north side of the pool is filthy with mud/dirt, leaves, debris. I talked to *** & he said they didn't include cleaning in their opening process. May 23, 2024 - Our heater quit working again.

    Business Response

    Date: 06/04/2024

    Heater is kicking off as the filter needs to be cleaned on a regular basis.  Without the filter being cleaned. there is not enough flo and the heater will kick off.  If pool is low on water, it will also kick the heater off.  This can occur from use or vacuuming below skimmer level.  We have been to their home numerous times to address their concerns, clean pool and will continue to assist.. 

     

    The winter cover tearing is due to high winds in their area which we cannot control.  There is no protection around the pool.  We will provide one additional winter cover but we cannot control wind.

    Customer Answer

    Date: 06/04/2024

    I did speak to one of the owners after filing my complaint. She promised to rectify the issues we're having so I'd like to see if they follow through or not before proceeding with BBB complaint. To-date they had yet to clean the pool to our satisfaction from their faulty winter protective tarp. Weather hasn't cooperated so I'd like to give them time to complete the cleaning,  resolve the pump & heater issues before moving forward.  I will let you know if & when this work is completed. 

    Thanks,  *** ****** 

Paradise Patio, Pool & Spa is NOT a BBB Accredited Business.

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