Complaints

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

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  Memphis Pool Supply, Inc.

  2762 Getwell Rd Memphis, TN 38118

  
• 

  Memphis Pool Supply, Inc.

  7605 Poplar Ave Germantown, TN 38138

  
• 

  Memphis Pool Supply, Inc.

  930 W. Poplar Collierville, TN 38017

  

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:06/19/2024

  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.

  Approximately 6 weeks ago, Memphis Pool began a project on my pool. The project was to shallow my deep end from 8.5 feet to 5 feet. The communication was that this process would take approximately 2 weeks. Instead 6 weeks later, I still do not have my pool complete. But it get's worse.Before they even started working on my pool, they damaged my yard, gate, fence, fence post, and my pool deck. Not only did they damage it, they left it to look like a construction zone until I became more firm in my tone. The owner assured me that everything would be fixed the way that it was before they damaged it. In addition, they have even asked ME and my family to go outside and do some of THEIR work that should be left to professionals. I digress.They have sent out contractors to fix the damage but here are the issues..... 1. My fence post that they repainted is CLEARLY a different color than the others.2. My fence that they repaired is stained CLEARLY a different color than the rest of my fence.3. The portion of my deck is CLEARLY a different color than the rest of my deck.4. My pool still looks terrible and is inoperable. 5. They have left machines hooked up to my house for hours (Even overnight) using my electricity. The owner has offered to subtract approximately $1,000 from the over $17,000 cost, but my home is still not right, pool is inoperable during peak time for me and my family, and I am constantly receiving the runaround from the owner and staff. It appears they are trying to "fix" their issues but in the cheapest way possible... leaving my home in ********. I need help.

  Business Response

  Date: 06/21/2024

  It is unfortunate that equipment hit the fence and damaged the deck causing repair delays. While accidents do sometimes happen during construction, we accept full responsibility and commit to leave his property as good, or better, than we found it.  We have been in contact with the owner and will make everything right and to his satisfaction in the quickest possible time frame. 

• Initial Complaint

  Date:03/28/2023

  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.

  In July 2022 I contacted Memphis Pool to check the motor on my pool due to loud screeching noises. They replaced the motor at a cost of $880.42. Following this on 08/30/2022, they closed the pool for the winter at a cost of $264.37. Both service calls were paid with my credit card up front as they required. On 08/31/22 I called Memphis Pool technician, ******, to report the water level under the cover had dropped a few inches. By the way, the pool was built for us in ****; I am very familiar with how it works as far as maintenance. He returned my call and left a message which is still on my phone. He denied any problem and said it was not losing any water. I assumed all was OK. Apparently water in the pool was leaking from somewhere, slowly. I live alone and am a 77 year old widow with some health problems and don't go outside when ice and snow is on the ground. In January the water in the pool was about halfway gone. in another week or two the cover installed by Memphis Pool began to fall into the pool along with water bags and eventually was nearly empty of water. We always had professional pool people open and close the pool over its 37 year life. Covers have been replaced several times over the years and this one was probably 3 years old. Covers have never fallen into the pool before. There was no visible water anywhere in the yard around the pool and no one seems to know where the leak is.I called Memphis Pool to complain and get advice. March arrived along with Memphis Pool who denied any wrongdoing as far as the pool closing. They wanted to blame the remaining leaves that were on top of the cover or pinholes in the cover for the loss of water. I know this pool -- not the cause.Running out of characters remaining, so I must be more brief. After discussions with MP's service manager I thought we had a resolution. I had agreed to have MP open the pool and pay their opening charge of $289.Imagine my shock when I got their bill for $981.00 yesterday charged to my credit card.Poor service, insulting employees and not what I agreed to. Bad business. Running too long, but in a summary: MP did not close the pool properly causing the water to leak out of the concrete/gunite pool and the cover and remaining fall leaves to fall into the pool. My only options were to reclose the pool, open the pool or do nothing. I chose to open even though I always wait until May. I thought MP was trying to solve the problem by offering to send someone to get the leaves/cover out of the pool then open after refilling. No payment for this was discussed. I agreed to pay their opening fee only $289. MP charged my credit card that fee plus $692.95. This is the amount of refund I expect to receive in order to resolve. The charge of $167.95 for removing the cover is normally covered in the "opening fee" with cleaning the cover included. MP added this amount unlike any pool company we have used in 37 years. I had hoped to have MP be "my pool company" forever, but that will not happen after this fiasco. I question how they have stayed in business for many years if this is the way they operate. Thank you. ***********************

  Customer Answer

  Date: 03/29/2023

   

  After filing my complaint, I discovered another mistake made by Memphis Pool when they completed the opening of my pool. The skimmer basket is a two part device. This was not installed properly. Only the lower part of the basket was installed even though the second part was in the storage box where all parts were kept. 

  When ****** was here to remove leaves and cover he was by himself and could not roll or fold the cover properly. I understand that, but when he and another man came to open the pool they could have changed that and cleaned it as all other pool pros have done for more than 30 years. Therefore it is in the middle of my garage taking up too much space. 

  In other words, most everything was done wrong from closing in August to opening in March. I should not have to pay for this sloppy work at all. 

   

  Business Response

  Date: 04/05/2023

  ******************** water loss was caused by a hole(s) that developed in the pool cover at some point over the winter. The original work performed while winterizing the pool was done correctly and had no bearing on the water loss or the cover falling in the pool. However, we did agree to only charge **************** for removing the cover and not debris removal when she reached out to us this spring. Charging her for the debris removal was an oversight by our office staff. We have issued a refund in the amount of $692.95 to ******************** credit card and subsequently spoken with her to make sure the credit was applied and apologized for the oversight.

  Customer Answer

  Date: 04/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

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

  *******, ** 38016

  
  

  Customer Answer

  Date: 04/07/2023

  The response was untrue, but I will accept the partial refund.