We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pool Contractors

Mastercraft Pools
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/01/2025

    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.
    We contracted with MasterCraft for a new backyard pool. Both the contract and the pool plan design specified a spa fountain. Yet, no fountain was installed. In addition, MasterCraft damaged our property in connection with the installation process. *** ***** (owner) has admitted to these facts, but has failed to provide us with agreed upon compensation. In addition, MasterCraft installed pool equipment that did not meet our contract specifications or City of Dallas code compliance. MasterCraft only reluctantly agreed to install the proper equipment when we caught the noncompliant equipment through independent inspection.

    Business Response

    Date: 04/21/2025

    This being the 3rd pool I have built for the ******** in the last 25 years.  Their complaint came as a real surprise to me.  Yes, the wrong equipment was installed and we replaced it a couple days later.  No harm done.  The 1 1/2" PVC pipe fountain in the spa was missed.  We offered to install one but their expensive landscaping would have to be lifted out and put back and Mastercraft would pay.  I then offered one years worth of weekly cleaning and chemicals needed to maintain pool.  In today's market, a pool service would typically charge $225.00 per month, that would be $2,700.00 a one time offer, never heard back from them.

    Best Regards,

    Owner *** *****

    Customer Answer

    Date: 04/21/2025

    I am rejecting this response because:   This response is shocking and full of false information.  First, MasterCraft committed fraud and installed equipment that was not in our contract.  In fact, the equipment did not meet Dallas building code.  MasterCraft only replaced the equipment once we demanded the replacement.  And, that was definitely not a couple of days later.  It was actually months later.  Second, MasterCraft damaged our fence and property.  MasterCraft agreed to compensate us for this damage, but we have never received that compensation.  Third, we want financial compensation for the failure to install our spa fountain, not an offer for some free service.  We most definitely got back to Mr. ***** on his offer and rejected the pool service offer.  We are seeking financial compensation, not free cleaning service.  

    Business Response

    Date: 04/23/2025

    This is false info..... my goodness!  How vindictive can someone be!  The Jandy equipment first put on is one the top 3 equipment manufactors in the **** and abroad!  It meets all city, state and national codes.  Fence had about 5 little splats about 3/4" in diameter plaster and little black paint about 12" x 12" and I have already sent the Sumrows a check to pay for the fence to be re-stained, 2 sections.  What else could a company do?  That cleaning service is $2,700.00 worth.

  • Initial Complaint

    Date:09/13/2022

    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.
    We contracted to build a pool in 2013, until last week we thought all was fine. In the last 2 months, we've had a fire, a flood and a roof leak. Our roofer went to pull a permit and said he couldnt because City of Dallas had revoked the permit on the pool because a final inspection was never done. Mr. ***** has danced around the issue saying it was our problem and his contract clearly states it is his responsibility to deal with all permits. He texted my husband Sunday night and said he had arranged for an inspector to show today at 10am. Well it is 236 pm and no one showed up. I also called the city of Dallas building inspection and asked if they could give me an estimated arrival time? They have no record of an inspection being requested. I do not want him to have the ability to do this to anyone else. How do I get the city to not issue him any new permits until he remedies this situation. I would appreciate any and all help you can provide. Thanks so vey much.

    Business Response

    Date: 12/30/2022

    Business Response /* (1000, 10, 2022/10/20) */
    Contact Name and Title: **** ** *****, Owner
    Contact Phone: XXX-XXX-XXXX
    Contact Email: ********@gmail.com
    This is old news. It has been taken care of the end of Sept. I was in the City of Dallas permit, east division, when their roof company called and their permit was issued.

Mastercraft Pools is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.