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Business Profile

Pool Contractors

Majestic Pools, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Pool surface is in need of repair. Process required for warranty work is through installation company. ******************** in non-responsive

    Business Response

    Date: 11/14/2023

    As we've mentioned to this previous customer all warranty work is handled by the manufacturer, Sun Pools.  We've left messages with them and are still awaiting a response.  

    Customer Answer

    Date: 11/14/2023

    Better Business Bureau:

    I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

    ***************************




    Customer Answer

    Date: 11/14/2023

    Better Business Bureau:

    I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    The installation company has been non responsive. The warranty process starts with Majestic Pools per their policy. The manufacturer never received warranty request. Again, the consumer is placed between manufacturer and installation company which is beyond unacceptable.

    Regards,

    ***************************




    Customer Answer

    Date: 11/15/2023

    Attached are the warranty, contract and repair form that was completed. Majestic Pools and the manufacturer require that a repair form be completed and submitted by the installation company (Majestic Pools). I completed the form and sent it to Majestic Pools April of 2023. Followed up with them numerous times and they have become unresponsive. I finally contacted the manufacturers District Representative in September of 2023 and he indicated that a request was never received from Majestic. I then attempted to discuss the issue with Majestic pools via email, text and phone call but they do not respond. The warranty process that they follow pits the customer between the pool manufacturer and the Majestic Pools where the customer is forced into this type of resolution for closure.

    Business Response

    Date: 11/21/2023

    Sun Pools emailed confirming receipt of repair form. They are closed this week with holidays. They do need pictures of the **** that is needing repair from the customer. Send to ****************************************** and I will forward next week when they reopen

    Business Response

    Date: 11/21/2023

    Sun Pools emailed confirming receipt of repair form. They are closed this week with holidays. They do need pictures of the nic that is needing repair from the customer. Send to ****************************************** and I will forward next week when they reopen

  • Initial Complaint

    Date:01/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a above ground pool in March 2021, around July 4 2022 the pool pump motor started making loud noises. I tried to call Magestic pools over a dozen times and left messages, told I was going to be called back by a guy named *****, but never heard anything from anyone including *****. A week before Memorial Day 2022, the pump stopped working. I closed the pool up for the season. Called several times again and again no answer, left messages nothing. Called today at 10am on 01/11/2023, got someone on the phone. Verified that the company was still in business, that they indeed have been doing business this entire time; they said yes they were still in business. Asked why no one including this ***** person never called me back, no good answer was given. Had no idea what happen but would pass my information to ***** to get back with me.

    Business Response

    Date: 01/16/2023

    Message was passed on to ******************* week and he reached out to customer.  As this is a seasonal business, the workers have other jobs they work at in the off-season. Depending on the weather we don't usually start back to work until March/April. I tried to explain this to **************. The warranty on the pump was for the first season, but either way we can certainly have someone to address this in the spring, long before anyone will be getting in the pool. He says pump stopped working a week before Memorial Day and he closed the pool yet he goes on to say that the pump started making loud noises around July 4th of the same year.   Please feel free to call me with any questions.  Thank You, ********************   Complaint ********

    Customer Answer

    Date: 01/17/2023

    Better Business Bureau:

    I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

    *************************




    Customer Answer

    Date: 01/17/2023

        
     
    Providing details why rejecting this offer:  First this ******************* has the time line all wrong.  I opened up the pool (second season we had it around May 2022).  Everything was fine, around the the fourth of july 2022, the pump started making loud noises when it was running.  I contacted Majestic pools on many different times and had to leave messages on the voice mail because no one answered.  On the two times i did get someone one the phone they told me ***** would call me back, THAT NEVER HAPPENED, EVER.  In the meantime, the pump noise got louder and louder.  I called again and again and again, no response.  One week before Labor Day weekend 2022, the pump stopped working.  I had to close up the pool several days after because no filtration and didn't want the water to turn green before closing it up for the season.  These pool pumps are supposed to last between 8 and 12 years; not halfway between only the second season.  I have no faith in this company or the people that work for it and don't believe for a second they will have any solution to this problem.  I believe they provided me with a pool pump they just had laying around there business, even though i can't prove it.  Based on the customer service that has been provided to me and to the many other people i have spoken to about this company, they have had the same customer service issues of no one getting back with them after they had an issue.  They got my $11,000.00 when i bought the pool back in December 2020.  Now on to the next poor soul that calls this company.     

Majestic Pools, LLC is NOT a BBB Accredited Business.

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