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Business Profile

Pool Contractors

Aloha Pools & Spas of Jackson, TN LLC
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BBB Accredited BusinessA+Rated by BBB

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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  • Initial Complaint

    Date:05/14/2023

    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.
    Our pool was installed Oct 2019 and soon covered for winter. When it was opened spring 2020 we pointed out the wrinkles in the liner. The tech,***, assured us we needed a several hot days for the liner to settle in. It did not. Our pool was closed and covered for the winter and we were assured the wrinkles were minor and nothing to worry about. When the cover was removed Spring 2021 the liner was wrinkled on the bottom and hanging off above the stairs. We called and were brushed off. I was told there was a 1 year warranty on liners. How could we respond in a year when we were told to ignore it because the heat would help? We followed instructions; they did not help. They reinstall the liner. It was wrinkled on the bottom still. The pool was covered for winter. In 2022, more of the same, big wrinkles on the floor and walls.. Aloha reinstalled the liner again. This time it was discovered the pump that goes in the hole in the concrete was never installed. A few days later men appeared in the yard and put in a pump. Nothing was said to us about them coming, but I was home and saw.. Had I not been home we would not have know. The liner was still wrinkled. The pool was covered for winter and opened May 2023. The wrinkles are worse than ever. *** told us to not treat the water, to do nothing because it needed to be fixed and that the pump was installed on the wrong end of the pool. Aloha was supposed to come fix the issue. There has been no communication. We emailed asking for updates they said they came on a day when nobody was home (not the day they had scheduled to come, but instead days later). There is no evidence that they came or any communication about what was done or what they are planning to do. We want to have the liner repaired and have the work done to fix the underlying issue completed as it should have been from the beginning. We want communication from Aloha on the plans for repairs and for Aloha to communicate service dates and changes to those dates.

    Customer Answer

    Date: 05/20/2023

    Aloha made an appointment to come to our home to assess the situation and drain the pool. They did not come on Saturday. They rescheduled. However, this time they did send a text telling ** they couldnt make it. 

    Business Response

    Date: 06/06/2023

    We have no record of this installation. It appears that the claimant bought her pool from Aloha Pools and Spas of **********, **. We are Aloha Pools and Spas of Jackson, ** DBA Aloha Custom Pools. We are not affiliated with ********** and haven't been since 2015. 

Aloha Pools & Spas of Jackson, TN LLC is BBB Accredited.

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