Complaints

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

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  Pool & Spa Depot

  165 Stones River Rd La Vergne, TN 37086-2835

  
• 

  Pool & Spa Depot

  160 Terminal Rd Clarksville, TN 37040-5852

  
• 

  Pool & Spa Depot

  PO Box 999 La Vergne, TN 37086-0999

  
• 

  Pool & Spa Depot

  7115 Bakers Bridge Ave Brentwood, TN 37027-2911

  
• 

  Pool & Spa Depot

  1034 South Willow Ave Cookeville, TN 38501

  

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:07/02/2025

  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.

  Bought a pool from here in February to be delivered in 60 days, we finally got the pool in June for the installation crew to leave every hose loose, the top wasnt screwed down to the sides, and only one jet was working. After weeks of back and forth and being treated like c*** from the employees in ********* they finally get someone out to fix the leaks. They never told him about all the sand it washed out while it was leaking or the sides not being screwed down. There was a sharp rock that they left under the pool that the man got in and beat it down with a rubber hammer and told me hes been doing this for 25 years he can do it, we wouldnt be able to though. I paid cash for this pool 6 months ago and havent gotten to enjoy the thousands of dollars I spent. No one will answer a message or calls, and they dont return messages or calls. They have had no interest in trying to help me or to try to talk about a resolution.

  

  Business Response

  Date: 07/09/2025

  Dear Mr. ******************* sincerely apologize for the delays experienced during your pool installation. As you are aware, we encountered an inventory shortage on the original model you selected. To address this, we upgraded you at no additional cost to a larger and higher-tier modeltransitioning from a Delta 27 to a Conquest 30.

  
  Please note that both the Delta and Conquest pools are equipped with overlap liners. Beaded liners are included only with our higher-end models and were not part of the Conquest package. Additionally,a beaded liner was not listed in your signed contract. We apologize for any confusion that may have occurred throughout the process, but we did fulfill the build as contracted.

  
  Regarding the sand washout, your contract clearly states that backfilling is the customers responsibility. Sand is not an appropriate backfill material, as it will wash out during rainfall or water flow. To prevent further issues and protect the sand base and liner, we strongly recommend backfilling around the pool with 46 inches of appropriate material.

  
  We must also address an unfortunate incident that occurred in our showroom. During a visit, you had a confrontation with one of our staff members, including making a verbal threat to Beat his A&&.Additionally, you were observed circling our parking lot at closing time. Due to the nature of these actions, we involved local law enforcement to ensure the safety of our team. We want to be clear that threatening or aggressive behavior is not acceptable. Should any further incidents occur, the authorities will be contacted immediately, and you will no longer be permitted in our retail locations.

  
  As for the rock that was identified during installation, our team followed standard industry procedures by working it below the sand base. Please understand that with any above-ground pool with a sand bottom, natural settling and shifting will occur over time. This is distinct from the solid bottom of a hard-surface inground pool and is addressed in your contract.

  
  At this time, there are no open or unresolved items associated with your pool installation. Therefore, we consider this matter closed.

• Initial Complaint

  Date:05/30/2025

  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.

  Transaction was 11/24 for a pool liner replacement. I had to pay full amount prior to installation. Amount was $8800. First Liner was installed in December and was too small, company ordered a replacement. Second liner was installed in January and has leaked since the liner was installed. I notified them about the leak a few days after installation. There contractor had many excuses and could not come out. I have been following up with the company the last 6 months with continued lack of priority or interest as they had already been paid and no urgency to fix issues. They finally sent someone out 3 weeks ago and was ordering parts to fix the pool, we are now on week 4 and still no parts just excuses and no urgency to fix the leaking pool. On top of leak liner has many wrinkles in floor and walls as well. I want the job completed and a pool that does not leak. This is an inground pool that pool and spa depot installed in 2019. There contractor and customer service manager have no interest to fix the pool.

  

  Business Response

  Date: 06/08/2025

  Steve- We are sorry that the parts to repair your pool are taking longer than normal to arive.  We will contact the vendor, put a rush on the parts and get you on the schedule for repair as quickly as we can.  Again, sorry for the delays on getting your pool leak corrected.

• Initial Complaint

  Date:05/02/2025

  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.

   
  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,
  
  ***** ********onsulting with headquarters that Pool and Spa Depot would not address the issue, leaving us responsible for hiring an electrician at our own expense. Furthermore, the saunas cover cannot be installed without drilling holes, which would void the warranty, rendering the unit partially unusable.I request that Pool and Spa Depot provide a solution, such as supplying a longer power cord or covering the cost of necessary electrical work, and issue an apology for their misleading practices and poor customer service. This experience has been frustrating and costly, and I urge the Better Business Bureau to investigate these practices to prevent other consumers from similar experiences.Sincerely, ***** and **** ********

  

  Business Response

  Date: 05/08/2025

  ****- Sorry that your expectations were not met with your purchase of a hot tub and sauna from our store.  Please know that we are going to replace the cord with a longer version as we agree that the manufacturer did not provide a long enough cord on your sauna.
  
  As for the Sauna cover that you mentioned, we do NOT sell these so I am unsure of what you are referring to.  Your hot tub did come with a cover and the cover lifter would take screws to attach to the tub, however that does NOT change anything with your warranty as it is the only way to attach it.
  
  As far as owners manuals,most manufacturers have gone to QR codes and many of those are located within the body of the tub.  The main thing needed for a tub is how to work the top-side controls and we can email you a copy of how yours works and so that you have easy access.  Again, sorry for any frustration or issues on your purchase, know that we are always here for you.

  Customer Answer

  Date: 05/08/2025

  I  believe that I accepted. I was estimating $250 to install new cord. The ** code was on the outside of the *** not the inside. I subsequently received the manual via email from the *** manager.

  Thanks

   

  *****

• Initial Complaint

  Date:02/13/2025

  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.

   
  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,
  
  ***** ****e part to my home and leaves. The hot tub is still in pieces. I do not understand how any business remains in operation without concern for customer service. I have been trying to just have my hot tub work for a year. At this point, I will stop texting people who cannot find a resolution. I expected more from the product but I am even more disappointed in the company who sold it to me.

  

  Business Response

  Date: 02/20/2025

  Sorry for the issues that you are having with your Hot tub that was purchased back in 2020.  With all of the plumbing in a hot tub it is not uncommon that a leak can happen after 4 or 5 years of use.  We always try and schedule leak detections and service calls in a timely manner to get our customers taken care of and have done so for the last 30 years in business.
  
  We did run into a few challenges with your repair and our technician did crack a jet housing that had to be ordered causing further delays in getting the repair completed, we are very sorry that this happened.  We did notice while on site that there were 2 additional jet housings that needed attention, these were missed on our original diagnostics, but have been ordered and are being replaced at no additional charge to you for the parts or labor. 
  
  In looking at your account, there was a 5 month gap in getting your damaged pump replaced, as we diagnosed it had a leak in late June of 2024 and you did not purchase the replacement pump until November 11th of 2024. This was completely out of our control and did prolong the repair from being able to be addressed.  Once the two additional parts arrive that are on order, we will get you scheduled to finish this repair, again sorry for any delays on getting your hot tub back up and running in an acceptable time frame.

  

  Business Response

  Date: 03/13/2025

  *****- Again, sorry that we are unable to satisfy you and that you would like to part ways.  If you would like to bring the pump that we installed into our ********, ** location, we will refund what you paid for the pump.  Unfortunately we are unable to give any refund for the trip fee or service fees that have already been paid to our contractors.  As long as the pump is in good condition, we will refund that with the same method of payment that you purchased it with.  Best of luck to you,we consider this matter competed.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22938293
  
  I am rejecting this response because: the bigger issue here for me is the continued lack of concern for completing a job in a timely manner and with professionalism. The response from ******** **** (I am not sure of her title or role) is to imply that I am requesting repairs that were not their fault. There is no concern or empathy for a customer who is only seeking the repairs to be done in a timely manner with professionalism and accuracy. At this point, I would like to be done with Pool and Spa and receive the money I paid for the pump and the service returned. I do not wish to deal with people who care so little about the quality of their work. ******** called me and liked to use the threatening term "One might say that these repairs are the result of the age of the spa." The fact is that I contracted with them to make repairs in November (misdiagnosed much earlier) and this is now March and my spa still is not functional. It is highly likely that being exposed in the winter weather will result in even more issues down the line. I am sure that addressing that will also result in the response, "One might say it was your fault because you trusted us to fix it." It is also a sad state of affairs that a 4-5 year old spa that cost thousands of dollars is not expected to last. I have been a customer with Pool and Spa for many years and this entire experience has been disappointing. The only bright spot was ****** (the original service ***** She at least seemed to care about how to respond to a customer. 
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 03/25/2025

  Update - The spa technician for Pool and Spa called me yesterday and said that he was there to finish the repair on the hot tub. He said that he would call me back with an update when he was finished. I saw two technicians there on the camera for a couple of hours. When they were gone, I expected a call. There was none. I attempted to call him back and there was no answer and no voicemail available. When I got home, I rushed to see if the hot tub was working. It was not and it was empty. I called the office and I was told that they did not have an update because the technician had not returned. I guess he was not available by phone to them either. I will say that at least **** did not make be feel as though everything was the result of something I had done and he did show empathy for my frustration. He might need to help some of his associates starting with ********. 

  This morning, I sent a text to **** who had notified me of the service. She said that she couldn't tell me anything because their system was down. Again, I have agreed to the terms that have not been reliable. Again, customer service and communication are not a priority. 

  Customer Answer

  Date: 03/27/2025

   

       Just for clarification, originally the new pump was going to solve the issue of leaking. I paid for it, it was installed and the first broken jet was because the ********** broke it. Then I waited for months for an order, then it was the wrong order and I waited months again. During that time, temperatures were below freezing for multiple days. The first ********** told me when I expressed my concerns that I should "put a tarp over it with a heater inside." I may not be an intelligent woman, but that was not an option. Only after seeking help, the company sent workers out to take my spa apart an leave it laying in the open in the yard. Months again pass waiting for a part and then the ********** from the *********** area quit. I was then told that I would have to wait until I could be "worked in" from another store. I waited. 

       The spa techs came to my home on March 24, when they called to say they were coming, one of them told me that he would call me back with an update, he did not. When I arrived home, I went immediately to the hot tub. It was empty and had leaves in it. I had no idea what the status was. I called the service department and after I was hung up on twice, I called another department and asked to be transferred. Again, I am a 67 year old female with no experience with the maintenance on a spa. I tried to put water in to check it and I noticed that the water was leaking out. The service manager, **** was very empathetic and said that he would contact me the next day. He did. A friend had already plugged the tub and filled it. I then waited a day for it to heat and to test the jets. When I got home on the 26th, I found that it would not heat beyond 96 degrees and that only two of the jets were working. In addition, the tub was leaking from underneath. I sent a text to **** and he responded that he would again get me on the service list and work me in. All I have ever wanted is for my 4-5 year old spa to work. I do not want anything for free. I simply want honest work, professionalism, efficiency, and to be treated as anyone else would want to be treated. I cannot think of company this disappointing. "Bring your pump to *******," "One might say the part would have broken anyway," "the techs can tell my looking that it is in working order," really? This is why people need lawyers and courts. It is a sad statement.

  

  Business Response

  Date: 03/27/2025

  With all due respect, you asked for a refund of your purchase on your last response and we agreed to do that.  So it feels like anything we attempt to do does not satisfy your needs.
  
  We will have a tech come out next week and check any open issues, according to our notes EVERYTHING was completed on our last visit.
  
  If your tub is not going past 97 degrees that means that someone put it in economy mode and is a simple fix on your topside.  Our tech will correct that on his visit vs.trying to walk you through it over the phone. Your jets are all adjustable, so by spinning them it controls if they are on or off.
  
  Our service department will reach out with a date.

  Customer Answer

  Date: 04/02/2025

  I accepted the offer to complete the repairs primarily because it was the only option. I am not a technician and I have no plans to remove the pump and take it to *******. The technician came to my home again and I was there to meet him. He was a very helpful and pleasant young man and he worked very hard. The problem however, is that the **** that were working when all of this started are still not working. He could not see this because I had to wait to fill the tub. I let them know on 4/1/25 that they were not working and someone responded that they will respond. I do not know who wrote the communication to bring the pump to ******* and that I'm "still not happy," but I would like to meet them and talk about customer service and communication. I appreciate the efforts but the agreement to "make the repairs" has still not been done.

  Customer Answer

  Date: 04/02/2025

   
  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. It will be satisfactory will the repairs are complete.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/27/2024

  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.

   
  Complaint: 22198096
  
  I am rejecting this response because:
  The pipe can not be put back together that is the drainage pipe to our home. The pool is unleveled they left dirt and sand in the pool. The old pool is the same exact size and shape as the old pool they cut our deck and still did not put the pool in the proper position. My filter and brand new chlorinator was stolen. They decimated our backyard doing 360s in our backyard.
  Sincerely,
  
  ******* Nurse

  

  Business Response

  Date: 08/28/2024

  Installing a pool with an existing deck can be challenging as our installers need to be able to access the track and uprights to properly build the pool with a pre-existing deck.
  
  On line 9 of the Extrassection of your contract it explains that the pool may need to be placed further from the deck.  Additionally, in your Above Ground Reference Guide that we review at time of contract AND have the customer sign that they received a copy, there in an entire page dedicated to Installation with an Existing Deck. We have this in the guide and review with customers because over the 30 years we have been building pools, we want to be as transparent as possible with the expectations.
  
  As far as the drainage pipe that was hit during the build, we would be happy to tie that back together for you.  We consider this matter complete.

  

  Business Response

  Date: 08/27/2024

  Hello, 

  We are Radiant Pool and Spa located in **** with store locations in **********, *******, and ***********. This customer did not pay our business any money and we did not travel outside of the state to go to this customer home.

  It appears that this complaint is for a different company, which is called Pool and Spa Depot and it appears that company is in a different state. Here is the link to our website with the location addresses listed at the bottom of the page for our company, Radiant Pool and Spa. 

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

  

  Business Response

  Date: 09/25/2024

  We have reviewed this pool build and found that it is 100% within the tolerance of 1 of level which is based on what we were contracted to do.

  
  As mentioned previously,the Contract and Reference Guide explains what will happen when building a pool where an existing deck exists.  It is very clear that you cannot comprehend this, and we are sorry that we cannot explain it any more clearly to you.

  
  As per the contract, the customer is responsible for calling 811 and marking any underground utilities or lines.  You failed to mark or notify us of anything underground at the pool site. In an act of goodwill, we will gladly provide you a chlorinator due to the line being hit during the dig (again, where this was failed to be identified). 
  
  Nothing was stolen from your property and we take offence to you falsely accusing our team of this.  There is/was no value in a 15 year old used filter system.  We consider this manner closed and will not respond to this again.

• Initial Complaint

  Date:08/26/2024

  Type:Delivery 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.

  Order a second new pool from Pool & Spa Depot 28 May 2020. Installed around July and started feeling gravel and rough concrete through liner. Called the company and had to drain a bunch of water into bags to remove liner from the side. They fished out quite a bit of gravel (have videos) and called it good. I asked about how rough the concrete felt through the upgraded liner and I was told they would stand behind it if leaks occurred later on. I noticed water was getting lower the following seasons but chalked it up to kids in and out, splashing. I noticed this past fall it was not due from use once we were gone on vacation and it was low. I called *********** talked to ************************** (CEO) Son, ****** and to several ladies in the service department, but they told me it would have to wait until next season and the water temp warmed up, and to call back to schedule. I called back like instructed in Feb and again in March. Finally a service tech came and said I had stress cracks and holes throughout my liner but he couldnt help me because they only work on liners within 36 months old. Mine was now just over that threshold. I have paid another pool company that tried patching nearly 100 tiny cracks in liner, to no avail. ***** says on his videos if you need him, just call his personal phone. I have done that several times and hes never answered, nor called back. Now the company wants $4800 to replace the liner. I have helped sell 6 pools for this company with friends and co-workers due to my word of mouth from my last experience. I will be sure this go around my word of mouth states the new facts. Where are you *****? I need help. At least let me pay cost plus labor to show you stand behind your product.

  

  Business Response

  Date: 09/04/2024

  Very sorry to hear that you are having issues with your liner on the pool that we installed back in July of 2020.  It appears that the first report of a leak in your liner was on Feb 16th of 2024.  We did go out and repair those leaks at no cost on March 18th.
  
  It also appears that after the failed attempt from another pool company on your current leaks you reached out about a full liner replacement. 

  We are happy to discount the Liner and Labor to $2,999 plus tax for you as an act of goodwill. 

  I will pass this information on to ****** and our ****************** so they are aware of the discount.  Again, sorry for any issues that you have experienced with your pool.

• Initial Complaint

  Date:07/30/2024

  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.

  My complaint has been resolved, they installed our hot tub. Our installers did a very professional job, out tub seems to be working as designed. 

  

  Business Response

  Date: 08/03/2024

  *******- In review of your spa purchase, the purchase was made on 7.9.24 for an in stock tub with a 2 week delivery time stated on the contract weather permitting.  I do see that you were rescheduled once for weather and a second time when one of our delivery leads was in the hospital.  I do see that your spa was delivered on 7.31.24, three weeks and a day after the date of purchase.  Sorry that the original timeline was not met and know that we have been in business for just under 30 years by committing to our customers and doing the right thing, again, sorry for the extra 8 days that it took for delivery and we hope that you enjoy your tub for many years to come.

• Initial Complaint

  Date:07/08/2024

  Type:Delivery 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.

   
  Complaint: 21955660
  
  I am rejecting this response because:
  The installer did not take into consideration the weather forecast and conditions which we should have been consulted. They cut our drainage pipe without permission did 360s in our yard. We did not offer permission for them to cut our deck there is no reason to cut our deck and did not have our permission, they damaged the original deck position which by the way is the same exact size and shape no difference whatsoever so why did they not put the pool back in the same place as the old one and the installer stole my brand new chlorinator and they replaced with a cheaper brand.
  Sincerely,
  
  ******* Nurse

  

  Business Response

  Date: 07/09/2024

  After taking a look at this project, we have successfully built this pool around a partial deck.  This was a new pool build in an existing pool location.  I see the landscaping quotes that were attached to this review, however we do NOT remove dirt or rock on a pool build as it states a couple of times in the Contract and the Reference Guide provided at the time of the sale.
  
  We are very sorry if there was any confusion on the scope of the work, however we have built pools without landscaping for just shy of 30 years now.

  

  Business Response

  Date: 07/13/2024

  Installing a pool with an existing deck can be challenging as our installers need to be able to access the track and uprights to properly build the pool with a pre-existing deck.
  
  On line 9 of the Extrassection of your contract it explains that the pool may need to be placed further from the deck.  Additionally, in your Above Ground Reference Guide that we review at time of contract AND have the customer sign that they received a copy, there in an entire page dedicated to Installation with an Existing Deck. We have this in the guide and review with customers because over the 30 years we have been building pools, we want to be as transparent as possible with the expectations.
  
  As far as the drainage pipe that was hit during the build, we would be happy to tie that back together for you.  We consider this matter complete.

  Customer Answer

  Date: 07/18/2024

  The pool price is incorrect and the financing 

  Customer Answer

  Date: 07/18/2024

  Deck cut without permission pool unleveled stole my brand new chlorinator

• Initial Complaint

  Date:06/12/2024

  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.

   
  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,
  
  *************************ctly for a week straight this seems to be one of my last resorts.

  

  Business Response

  Date: 06/15/2024

  We are sorry that you are having issues with some components of your pool build.  We have fixed the pressure gauge as it did not have enough Teflon tape on it and was a quick fix that your husband was able to complete after a quick phone call with our Manager.
  
  The leak in your light is NOT a leak, the light is to have conduit behind it when it is installed by a licensed electrician.  The water is designed to be in that line and this is normal. I believe that all outstanding issues with your pool build have been completed, and we consider this matter closed.

• Initial Complaint

  Date:06/05/2024

  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.

  Pool was supposed to be completed in 3 months and it took over a year. My concrete cracked within 2-3 days and I notified the company and they said they would look into it. People came out and said its normal. The cracks keep popping up and getting worse and they wont fix them. My stones are not aligned and they said its too late to fix them. Just excuse after excuse. I explained I owed a $5,000 balance and wasnt paying any further until my concerns were addressed. Now they want to put everything in collections and still not finish the pool

  

  Business Response

  Date: 06/05/2024

  ************** we appreciate your business and are sorry that the timelines of the pool took longer than expected.  After looking into your project, and speaking with our construction team, there were 2 pieces of coping that were less than inch low, this is within the tolerance threshold.
  
  If you look back at your in ground reference guide that you were provided and that reviewed with you prior to your purchase, you will see pictures of concrete that has cracks in it.  Even with expansion joints cracks will form in concrete at some point and that is why we call that out at the time of purchase.
  
  I also see 2 tickets on issues with your pool: One, there was a UV that had a leak and was promptly replaced under warranty at no charge.  The second issue has not yet been resolved as you have an outstanding balance on your contracted pool of $5,000.  We are more than happy to take a look at your salt system, as soon as you bring your balance to current.  We look forward to working with you on these open issues.