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:10/02/2023

  Type:Product 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 ordered a Leisure Infinity pool from Exceed Pools on 03/27/23 and were told it would be delivered within 6-8 weeks and installation would be complete ~4 weeks after that. As the delivery date approached I asked about the status and were told the delivery date had been delayed to June, then the end of June, then July. Around the beginning of June, after a week or so of not getting any answers, I asked to just cancel my order and refund my $10,000 deposit since no work had been done.They reached out and assured me, "Don't be discouraged. Our turnaround time for install is really quick. Install team is right on schedule Once pool arrives we can get it installed Quick. Make up for transport and manufacturing delays...."We asked if they worked with a different manufacturer who had a pool with similar specs and they said San **** had a similar pool that was already made and ready to be delivered. I asked how long that would take to get installed and was told around the end of August. We decided to go that route and that pool was set in the ground on Jul 29. Shortly after that was done I asked how long they thought it would be to finish and I was told 4 - 8 weeks. It's now been 9 1/2 weeks since the pool was set in the ground. I have asked numerous times for a timeline with the remaining steps and when they expected to have each of these steps completed, and I either don't get a response or am told that once they complete (fill in the blank), they'll be able to get it to me. I still don't have a timeline.I would really appreciate Exceed Pools honoring their quick turnaround sales pitch and focus on getting our pool done as soon as possible. It seems that we keep getting bumped to the end of the line.If they can't finish the job in a timely manner I would like a refund for everything but the price they paid for the pool so I can pay somebody else to finish the job.

  Business Response

  Date: 10/31/2023

  Hello,

  The pool ordered was not made or shipping in a timely ********* was so frustrating. We knew we could get another one that would be quicker. They agreed. The delivery driver showed up with a damaged pool. He misjudged a tight spot.  The fiberglass repair took a long time but was fixed correctly. We apologized for the delays. This has been upsetting for the both of us.  The fiberglass  manufacturer has offered to pay tile and install that will cover the top area where it received the damage. Estimated at almost $6,000.  Exceed Pools has offered a upgrade of standard gray concrete to stamped Colored Concrete at no charge. Concrete will be done tomorrow. We look forward to finishing the pool in November. We spoke with them today and we are working everything out. It is just taking more time than we promised.  We will also give them a Auto vac to help clean the pool. A upgrade also.

   The end result will be beautiful and years of family fun. Hoping to have a good relationship for years if they need anything, we will help.

  Thank you,

  Exceed Pools Customer Team