Complaints

This profile includes complaints for Venture Custom Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Venture Custom Pools has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Venture Custom Pools

  4568 State Highway 121 STE 101 Plano, TX 75024-7007

  
• 

  Venture Custom Pools

  1340 US-287 BYP # 200 Waxahachie, TX 75165

  

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:08/26/2024

  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 project manager has put in two warranty issues through the company to have their contractors or internal employee fix the issue. I have not received a call or an appointment for any of my two issues to to scheduled to get fixed. One issue is the plaster has divots in my pool that you can see. Also my masting around my pool is messed up and needs to be pulled up and redone. I have not received a phone call to schedule a time or date for these issues to be fixed under warrenty.

  

  Business Response

  Date: 09/12/2024

  We are confused about the nature of this particular complaint since we recently received an online five star review from these customers. We have been in regular communication with this homeowner over the issues and have work orders for the repair of all of them. Work orders for having the original mastic removed and reinstalled, the pool drained and specified defects repaired, and acid washing the surface of the pool are all scheduled in our system and all of this information has been communicated to the homeowners. The mastic is scheduled to be replaced the week of 9/16/24. We told them that October is the ideal time to perform this work and they were in agreement with this timeline.

• Initial Complaint

  Date:04/16/2024

  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.

  We built a pool with Venture Pools back in late 2020 with a completion date of Spring 2021. A year later we had the contractors come back out to redo the side of our spa since it was uneven (spring of 2022) even at that point it looked better but not consistent with rest of the pool. Since we had the pool we have had weekly service to maintain our pool. In less than 2 years time period tiles continue to fall off the side of the spa. This hasn't happened in any other area of the pool other than the spot they had to repair already. Based on that, the initial job was done completed to standard. When asking several pool repair companies and cleaners, each one continues to say it's because the tiles were not put on correctly. Water is getting behind the tiles and creating calcium build up to the point the tiles are falling off. None of this should happen within the first 5 years of ownership. My initial pool building experience was less than stellar with limited communication with my POC and me reaching out to get updates on pool completion, and now I'm disappointed spending the money we did to have these issues so early on already.Current state I could not recommend Venture Pools to anyone else due to lack of communication, customer service and quality of the work since they sub contract all aspects of the job. I would like Venture Pools to do the right thing and work with me on a resolution. The problem is getting a hold of the people that make these decisions.

  

  Business Response

  Date: 05/01/2024

  Venture Custom Pools is currently in contact with the homeowner working on a resolution to the tile repairs. 

  Customer Answer

  Date: 05/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/17/2023

  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.

  Horrible workmanship and installation. Paid for work not performed and pool tiles fall off daily. The pool is an embarrassment. See attachment for more details.

  Customer Answer

  Date: 07/18/2023

  We just learned that our pool is not level which will cause additional problems in the future with the tile and coping.  Also, we have learned that there is no foundation or base under the coping, which will eventually cause the coping to fall off.  Further,  as explained our pool is nothing like it was originally planned.  When they did not order the tile for the pool, we had to choose another tile from a few pictures of tile they sent us  We have further learned that it should have been ceramic tile for our area and not glass tiles.  No one ever explained any of the pros and cons and they were the ones that submitted the choices to **.  As of this writing, I have a baggie full of pool tiles that have fallen off.  This pool is an embarrassment.  The workmanship is totally unacceptable.  After learning all of the additional problems with the workmanship of the pool, the cost to repair our pool will exceed the original reimbursement  requested of $20k.  

  

  Business Response

  Date: 08/02/2023

  Dear BBB,

  The following is in response to the BBB complaint filed 56918674-A9205. ******************* our Direct of Construction will be reaching out to the ******** family to set up an onsite visit to review the complaint onsite and in person. 

  Thank you

  Venture Custom Pools

• Initial Complaint

  Date:12/15/2022

  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.

  Our pool project started in April of 2021 and was 'completed in December 2021. There were a number of outstanding items left that we received numerous assurances would be completed in a timely manner. A whole year later on and we have yet to have any of these items completed.
  The travertine decking is poorly laid, uneven throughout with very poorly cut joints where the deck meets the coping.
  Coping that was damaged by the decking crew, was replaced and grouted with a completely different color grout.
  A skimmer was installed lopsided, which was pointed out prior to the pool being filled.
  We have received a number of visits from the decking crew, but they are here for a very short period of time and do little more than hit the pavers with a mallet, with no discernible effect.
  We have had visits from a number of Venture staff, Chris, an owner? Geoff and Geoff, a construction director and operations manager and a number of others. All have assured us that these issues will be rectified.
  We regularly receive email communications that someone is coming 'tomorrow or the day after' nobody shows up.
  There have been numerous problems with the whole project. Contractors urinating against the side of my house. Food waste left amongst the construction trash, attracting rats. An electrical box that was hit and dislodged by one of their trucks. It was left to us to report it to the utility company after numerous requests to Venture to get it done.
  

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/12/16) */
  Venture Custom Pools has agreed to fix pavers and have made multiple repairs many times. The contractor we use keeps providing a schedule however they do not stick to the schedule due to weather and multiple other issues. Venture has spoken to the Director of the paver company and they confirmed and assured Venture that the repairs would be completed on 12/17/22 at 9AM. Venture was unaware of the grout and agrees to send another contractor to fix the grout color, however it may still look different as this will be new grout vs old grout.
  
  
  Consumer Response /* (3000, 7, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A project manager and the construction director met with me on September 1st. During the meeting and inspection of the work, they agreed to address the grout issue, the skimmer issue, the poorly cut pavers and the general unevenness of the pool deck.
  Two workers turned up at 1:30pm and departed at 2:00pm. It is not clear what they did during their brief visit.
  
  
  Business Response /* (4000, 10, 2022/12/27) */
  Venture Pools will contact the homeowner to set up a day and a time to meet regarding repairs.

• Initial Complaint

  Date:07/28/2022

  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.

  We provided final payment in May 2022 and have had little to no response on outstanding items since. Our final walk thru included numerous quality issues, unfinished required work, request for warranty repair and follow up needed for property damage due to installation. We have not had anyone on site in over 5 weeks. During the last 10+ days we have text and emailed with limited reply. We were promised by two parties we would have someone on site last week, no one showed. Our email receipt was acknowledged but follow up questions for additional contact information or resolution has gone unanswered. We have placed numerous complaints about our POC Josh with his supervisor due to lack of communication and well as failing to keep commitments. Geoff briefly inserted, only enough to stop us from escalating further, but has not re-inserted to ensure our satisfaction or quality of work provided. What I am looking at this point is for is for someone to contact us with specifics on when the outstanding work, warranty work and and damage will be properly and professionally addressed before we seek additional means for resolution.

  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Jeff ***** our Director of Construction will be reaching out to the homeowner 7/29 to set a walk through at his home.
  
  
  Consumer Response /* (3000, 7, 2022/07/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have been contacted along with an on site visit. Jeff ***** is the rep they sent, Job title: Superintendent. We reviewed all outstanding items, a list of 9-10 issues of concern. He committed that he would follow up with us on resolution details on Monday 8/1. He also stated he would be our new point of contact. It is a good first step towards resolution but until all items are properly resolved, the complaint should remain active. Thank you for your support in this matter.