Complaints

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:04/16/2025

  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.

  We hired Pool Stop to build our inground pool, completed in January 2023, with the understanding they would account for proper drainage. Since then, weve faced ongoing issues with mud and water runoff entering the pool, especially during heavy rain.We raised drainage concerns during the design phase in 2022 and were assured theyd be addressed. After construction, Pool Stops construction manager acknowledged the slope and runoff direction, but the problem continued. The pool has repeatedly filled with mudmost significantly in June and December 2024leading to the need to drain and clean it *********** March 2025, we filed another warranty claim after discovering the pool wouldnt drain due to a clogged sewage P-trap. Debrisincluding what appears to be plasterhad blocked the system. Our daughter removed some debris and provided photo evidence. Pool Stop initially claimed it was our issue and suggested pouring muriatic acid into the drain. When we declined, they replaced the P-trapbut refused to inspect the rest of the plumbing despite multiple requests.We retained the cut pipe showing plaster and documented the cleaning process. The plaster-related claim was later closed without confirming the system was fully ******** a temporary fix, we installed a barrier to redirect runoff, which now puts our garage at risk of flooding. We offered to pay for gravel if Pool Stop would cover a French drain. Instead, on April 16, 2025, they offered $800only if we signed a legal settlement including a waiver of future claims. We did not agree to or respond to this offer.Weve also had past issues with leaks. Pool Stop hired a subcontractor to test for leaks but never shared the results, despite us asking. This, combined with current issues, suggests a full independent inspection is needed.We are not asking for financial compensationjust for the problems to be resolved so we can enjoy the pool we paid over $100,000 for.

  

  Business Response

  Date: 04/25/2025

  Attached are the exact messages I sent them. I never contractually agreed to address the entire lot as the homeowner insists- and in fact, the issue is directly caused by 1- mud caused by their lack of maintenance on the property (no ground cover on the far side of the yard which allows mud to clog the drains), 2- large items that block flow of water from back to front on the far side of the garage, and 3- a missing downspout elbow that allows all of the rainwater to come straight off the garage and flood the area and overtax the drain across the driveway. Additionally- the contract clearly has an allowance of 55ft of drains included (ATTACHED), and clearly states that any additional drains would be paid for by the client. Finally, an addendum was signed that included (2) 12" area drains at the base of the driveway- our initial drain was only (1) 4" drain(admittedly the project manager's fault). We removed the 4" drain and changed it to a 12" drain, and came to an agreement with the client that we would charge him for the 1 drain he did receive, but refund him for the other. The homeowner agreed that the second drain was not needed and I approved refunding both the drains as a customer service.

  After completion- the homeowner reported an area near the fence on the opposite side of the yard that stayed wet. After an extended period of investigation, we found a leak in one of the waterfeatures in the pool, and additionally discovered that the overflow/deck drains only extended to the fence line. This allowed water to pool in the yard, keeping that area (and the neighbor's yard) wet due to the trapped water. The water was actually trapped there by a hump in the swale between properties that kept water from flowing to the street correctly. Once discovered, we extended the drain ( again at no cost to the homeowner) closer to the front of the property, and the issue was solved.

  Finally, I received notice of the P-Trap overflowing at the front of the property (this is a line to the sewer that allows a pool to be drained without flooding the yard). At first we initially suspected that the volume of water was overwhelming the p-trap, but the homeowner provided pictures that showed evidence of plaster in the P-Trap. I immediately asked my plumbers to clear it, and they replaced it rather than clear it as it was easier to do it that way. The P-Trap has no bearing on the pool plumbing other than it is connected as a drain, and was likely clogged by the plaster company when cleaning their ******. Since there has never been any reports of poor flow or suction in the pool by out startup tech or the client, it is unreasonable to ask to hire anyone to do a full inspection of the pool plumbing simply because some plaster was found in the p-trap.

  I have offered to pay for another area drain near the far side of the drive to address their concerns as a customer service effort, even though I am not required to contractually (and have already paid for drainage that contractually was the homeowner's to pay). I can only do so much without some cooperation on their part by providing basic home maintenance to ensure that any drains installed can operate as intended. I have multiple pictures of the area that I agreed to help address but to date have not received a response beyond this complaint (one is attached to this response showing the side yard opposite the pool- clearly showing mud flooding the driveway, poor drainage due to large objects blocking the area, and at the corner of the garage clearly shows a downspout that dumps water in that area as well)..

  The homeowners have threatened to Defame my business through any channel they can unless I agree to pay even more than I already have paid, and over what I offered as a final solution.

  Obviously they have started performing that defamation.

  Sincerely

  ****** *****

  Pool Stop Custom Pools

   

  

  Business Response

  Date: 04/25/2025

  Additional pictures showing the mud crossing the driveway creating the issues they area complaining about, and that they expect me to address.

  

  Business Response

  Date: 04/28/2025

  I find it an incredible coincidence this piece of plaster just showed up in the pump basket after the pool has been running for multiple years without any issues, and within a few days of their BBB complaint and demand that I "inspect" the entire plumbing system for issues.

  We use "hard" 90 degree turn fittings; it would be a miracle if a large piece like that made it through the main drain grates or up into the skimmer throat (where no plaster is applied), through at minimum 4 hard 90 degree turns in 2" pipe, and plunked into the basket.

   

• Initial Complaint

  Date:02/05/2023

  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.

  November, 2020, was DIG DAY for my new Pool Stop pool. I paid over 90k for pool and additional decking. By March, 2021, the pool was filled with approximately 18k gallons of water. Work progressed. Except, strange things began happening. It was discovered that the pool equipment pad was sinking. Unexplained water was standing in certain areas and other things happened that no one noticed for a while. Finally it was realized that there was a plumbing leak. Hearing from subcontractor, *********************, they discovered leaking water. Their person to person explanation was, "It wasn't a leak. A fitting wasn't tightened."With all the unexplained occurrences, I began auditing my household water usage. I discovered we had an additional ****** gallons of water used. This is a completely different time from the pool FILL DATE. Because of this almost 18k gallons of water flooding underneath my pool and decking, it's logical to determine why the pool equipment pad was sinking, unexplained standing water, and a crooked pool. The ground underneath the entire area was saturated and it adversely affected my entire pool and decking. My issue is that I have no idea of other problems that this leak caused or future problems that could develop. I am left with a crooked pool, a crooked pool that had a huge price tag. A price that I have paid in full. Currently, my decking is in a state of upheaval and has been over the three years. When this unique and devastating thing was discovered, Pool Stop did work with me, trying to remedy the many, many problems that the ****** gallon leak caused. Except, I haven't heard any report from the last two pool repair men. I know Pool Stop wants me to go away. And truthfully, it makes me physically nauseous having to speak to anyone with Pool Stop. If possible, I would take my PAID IN FULL receipt back to Pool Stop to return this BROKEN PRODUCT that is my crooked pool and severely uneven decking.

  

  Business Response

  Date: 02/09/2023

  While we always have and will continue to stand behind the product, I was unaware there were still issues with the decking after the repairs were completed. I asked my construction manager to meet with the client and to do whatever we needed to do to make sure the deck is level and looks good. Any other warranty repairs have been completed at this point in time that the client has made us aware of. If there are other warranty items that need to be addressed, please let us know.
  Since the client asked for them, I will make sure she has a copy of all repairs reports as required.
  I sincerely apologize we did not ******** the deck after repairs. That should have happened immediately upon completion.
  Thanks

  Customer Answer

  Date: 02/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I greatly appreciate the apology & positive response to level the decking, there's a huge concern for any unseen AND seen repercussions as a result of the nearly 18k gallons water that leaked underneath the pool, flooding the area.
  The situation makes this specific pool build unique. It is fact that the pool shifted and is crooked. I was informed, almost immediately, of the now crooked pool. My huge concern is for the next year, completing all the different seasons, watching & measuring the shifting. This next year, IMO, will be a critical time.
  This time, over the next four seasons needs to show a stabilization of the pool build after this devastating issue of the nearly 18k gallons of water flooding underneath this pool. An issue that is 100% not the customer's (me) fault. As it stands, because of this ****** Plumbing work, I'm stuck with the huge water bill & the crooked pool and the unknown of how this pool will respond until
  it has completely recovered from the many, many problems.
  

  

  Business Response

  Date: 02/14/2023

  I understand your concern, and have expressed our willingness to continue to stand behind our product and continue to warranty all items as the contract states we will.
  If you have any further warranted issues, please reach out to me directly at *************************************** and I can get it handled as soon as we possibly can.
  While that *** not make up for the fact that you are concerned about the future, we will be here and will take care of any warranty issues that come up.
  Again, I sincerely apologize that you experienced this issue.
  Sincerely-
  ***********************

• Initial Complaint

  Date:11/21/2022

  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 purchased our most recent pool vacuum from this store and this summer it began to have a deteriorating hose attachment. My husband went into this store to report this and was told a claim was filed. A month later I called to check the status and was told the part was ordered and the company was taking a long time to send the warrantee replacement part and that was common with this company (maker of the pool vacuum). About 2 weeks ago I called again for an update and was told that by the sales dept this was not their area and by the service dept that this was the sales dept area. I was told a manager would call me back. I called 3 more times over the following days and finally "caught" the supervisor and was told there was no record of our claim and now the vacuum is out of warrantee.

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Contact Name and Title: ****** *****
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ******@poolstoponline.com
  We have no record of them leaving the cleaner to be looked at, nor is there any record of us ordering any warranty parts for the cleaner. The warranty expired on 7/16/2022, so it sounds likely that the cleaner was out of warranty when they stopped in. There has also been a very long wait for replacement parts due to manufacturer shortages.
  The last purchase this customer made in-store that I can verify was March 31, 2022. It sounds as if there was a communication error involved but I can't verify this did or did not occur as stated by the customer.
  In general, if a part is "deteriorating" and not failed, it would not be covered under warranty.
  If they will email me with the specific issue they are asking for help on the cleaner, I will contact the manufacturer rep and see if they will offer any relief. I have no guarantee that they will do anything, but I'm happy to try. Thanks

• Initial Complaint

  Date:09/21/2022

  Type:Billing 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.

  I have asked this business to not run my credit card at anytime and I would pay for the service with another form of payment. I was advised that this way was acceptable. I sent another form of payment, and my card was also ran.
  

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Pool Stop Custom Pools is no longer involved with the pool service and repair divisions (sold in December 2021), however since this was sent under my BBB file I have coordinated with that team and here are the results-
  1- Attached is a Weekly Service agreement outlining the terms of the service which clearly states credit card charges are authorized.
  2- Client short paid an invoice without contacting the service provider, when in fact the client had already been partially credited for the short paid amount. The remaining amount that was short paid was charged to the card per the terms of the agreement.
  3- Any remaining amounts on the account are billed to the card on or around the first of the following month. The client gave no explanation for the short payment.
  All active service accounts are aware that any remaining balances on the account will be charged per the terms of the Weekly Service Agreement signed by client on 2/2/2020.
  4- Since this complaint was filed, the client has been contacted by NPP/Pool Stop to repair a pump under warranty.
  5- The NPP Service team is unaware of any other document that allows this client to disregard the signed Weekly Service Agreement authorizing credit card charges for unpaid amounts owed. If they prefer to pay by check or some other alternate means, they may do so by the 20th of the month to avoid having charges billed to their card.
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company states that they are operating under a different name, all inquiries and bank drafts are coming from Pool Stop. I did write detail information as to why my payment was for a different amount. I also wrote that I am not authorizing any further charges from this company.
  
  
  Business Response /* (4000, 10, 2022/09/27) */
  Consumer uploaded an email string where NPP/Pool Stop responded line by line, and informed customer that all charges were accounted for and correct, and all credits were received. I have reached out to NPP/Pool Stop to look at it again and to verify all credits promised were in fact given. Consumer notified NPP/Pool Stop that they were revoking the authorization to charge the card on file after the last charge was made (under the previous authorization still in place at the time of the charge).
  NPP/Pool Stop did a filter clean at no charge as a customer service effort as well as repaired a pool pump at no charge to the consumer. These services (if charged at normal rates) well outweigh any potential credits the consumer is saying they are still waiting on.
  As stated earlier, I have asked NPP/Pool Stop to review again to triple check, but from what the attached email thread states it has all been charged correctly, NPP/Pool Stop has performed additional services at no charge in an effort to provide good customer service, and any credits were given to the consumer per agreed upon emailed terms.
  
  
  Consumer Response /* (4200, 12, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company did not do us any favors, as you can see in the attached documents that we were still charged for services. The pump the company is speaking of was covered under warranty, communication from the manufacture is also attached. After further review the company actually owes even more than originally stated.
  
  
  Business Response /* (4000, 16, 2022/11/03) */
  I'm not sure what I'm responding to here- the damage to the pump was not a warranted issue- just because there was warranty available, does not mean the issue is covered by said warranty. There were multiple filter cleans performed as a customer service, hence my comment on "favors".
  If there are further issues with the billing, the consumer should contact the company responsible (NPP) at XXX-XXX-XXXX Option 4. I have no responsibility for their billing nor did I receive any monies from the listed transactions.