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:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was contracted with Emerald Pools to put in a new pool in 2025. I have paid a 10,000 retainer. I emailed them to determine when we would be starting construction to receive back an automated email that states. We are out of business. There was no details no contact, no explanation of how to get back the retainer. I have not yet spoken to legal counsel but I will be looking into that next.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 entered into a Construction Agreement with The Emerald Collection, LLC d/b/a Emerald Pool and Spa on June 17, 2023. The Agreement obligated us to pay $91,300.00 in exchange for a completed pool that was to be constructed in our back yard. We have complied with the terms of the Agreement, including making a down payment of $22,850.00 on September 21, 2023. In April of 2024, the placement and orientation of the pool was approved, including an additional $25,050.00 payment. To date, we have paid $70,725. On June 24, the excavation for the pool was completed. Thereafter, Emerald did not work on the pool for a six-week period, during this gap in construction, there was no communication with us. Construction work on the pool was random and intermittent from June - September 23 when the foundation wall and sun shelf blocks were filled with cement. We were billed again on September 24th and were told that work would not continue the pool until the current invoice was paid. Importantly, the September 24 Invoice included a change order for soil support. On October 1 we asked for a breakdown of the Support Change Order charges, including specific charges for labor, materials, and shotcrete application. To date, no breakdown has been provided. We paid for the completion of stage 3 but informed Emerald that we needed a complete breakdown of the Support Change Order. On October 8 we paid $22,825. Based on Emerald's good faith estimate of 75 business days after the start of construction to complete the pool, the estimated completion date was October 2, 2024. To date Emerald Pools hasn't communicated with us. We understand they are filing bankruptcy, and we have received 2 liens from Emerald vendors. Our pool isn't close to completion. Two other bids to complete the work are $79,000 and $86,000 and we have a giant gaping hole in our back yard!

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contracted with Emerald Pools and Spas to install a pool and landscape our back yard in November of 2023. They began construction in April 2024. During construction the project was full of errors, poor workmanship and errors, resulting in items having to be done multiple times. Throughout the project they were unresponsive and would not give updates to when things would happen. In October of 2024 Emerald stopped communicating all together and abandoned our project. I finally was told by a former employee of Emerald that they let all contractors and were in trouble. Drew Wright did finally respond at the end of October stating that he just needed a few weeks as they are restructuring but would still complete the job. He also indicated that we should work directly with his sub contractors to pay them directly and we would minus what we paid them from any outstanding amount owed Emerald. We then worked directly with 3 companies to finished some of the landscaping items and paid them directly for a total of $20,646.05. We have already paid Emerald Pools $112,914.50. I have found another pool company that did they can finish our pool at a cost of $47,000. That would bring our out of pocket cost to $180,560.55. Our original contract with Emerald to complete our project with changes was for $155,686.00, resulting in us having to pay over $24,874.55 above our contract with them to complete the work they failed to do. Today we received a notice of intent to file a lien on our home if we don’t pay outstanding total of $19,361.37 from Mountainland supply company, a subcontractor of Emerald Pools that was never paid by Emerald. It appears all the money we paid Emerald never went to the people they hired and now they are coming after me for work we already paid for.