Complaints

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

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Clearwater Pools & Spas, Inc. has 2 locations, listed below.

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  Clearwater Pools & Spas, Inc.

  570 E. Hundred Road Chester, VA 23836

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  Clearwater Pools & Spas, Inc.

  3600 Courthouse Road Chesterfield, VA 23832

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:10/27/2022

  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.

  It began in February 2022 when I called about scheduling a pool opening for the spring. I was told by the owner that he could handle that, but call back at least 2 weeks ahead of time. He said it was too soon to schedule in February. I called back at least a month ahead of time and was told that they had too many people on the schedule and couldn't fit me in. My Dad helped open the pool in May 2022 not knowing how to do so as I am a new pool owner and the owner did not give him the correct instructions to open as he said he would do over the phone. A week later, I had a hose pop off and another leak that was slowly coming out of my filter that grew and popped other screws loose. I lost a ton of water from my pool and had to refill it, which was a big expense. We called again and was told that they could not come help us with that service, so again we googled what we needed to do. We let all of this go. I then called the company a 3rd time over the summer about an algae problem to try and get a service technician to come out to my house and fix the problem. I was told via text to use some mustard algae chemicals I had and vacuum it out. I was then told after putting in all the chemicals I purchased that I needed to buy a new vacuum bc I had the wrong kind. I had to buy the chemicals AGAIN with the 2nd vacuum. After my Dad and I tried to do what they said and nothing fixed, they FINALLY said they would come out to change my sand and remove the algae, but did NOT bring what was needed to do that and charged me $225 for being there for 10 minutes without performing a service. I was told this problem would be fixed later in time and received 2 canceled attempts to come out bc they couldn't make it work. It has been a couple of months now with no further texts to fix and no resolution. I ended up calling another local company that came out to my house tested the water, diagnosed the problem and fixed it all within a week.

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Clearwater Pools & Spas, Inc. regarding complaint ID ********.
  
  Regards,
  
  *************************