Complaints

This profile includes complaints for The Pool People's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Pool People

  1503 Schofield Ave. Schofield, WI 54476-2354

• 

  The Pool People

  5370 W Integrity Way Appleton, WI 54913-9110

• 

  The Pool People

  3280 Church St Stevens Point, WI 54481-5321

• 

  The Pool People

  1039 Lincoln St Rhinelander, WI 54501-3619

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:07/26/2023

  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.

  When I bought a hot tub from the Pool People 2 years ago, the lights inside it never worked. I received the hot tub in winter time, about 6 months after they told me I would receive it. So I didn't fill and start the hot tub until the following spring. That summer is when I noticed that only one light worked. I contacted the Pool People and they told me it was past warranty and they would have to charge me a fee to go out there and install them.Now 1 year later, the bar that holds the hot tub cover, broke at the seams. Obviously the bar is made out of some very poor material to have broken after only this long. We don't even use the hot tub that often.These last 2 year I have been mostly in contact with just *** at Juniper Pools. He has been extremely unhelpful and rude. **** the manager of the Pool People in ********* would tell me one thing, like the price of a service visit, then I would receive a different price from **** There was constant miscommunication between them and I. Throughout it all, *** was very unprofessional about everything.Overall I am just extremely disappointed with their customer service. Juniper Pools and ******************** do not stand by their products and have zero customer service. I would also like to point out that *** does not care one bit about his customers and the only response to anything you say is to redirect you to the manufacturer. It's interesting how my warranty always seems to just expired when their products break. Never once has he gone out if his way to help a customer who just spent close to $17,000 on a floor model hot tub after being promised a brand new one. DO NOT GIVE JUNIPER POOLS/POOL PEOPLE, YOUR BUSINESS!!

• Initial Complaint

  Date:07/21/2023

  Type:Delivery 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 bought a patio table and six chairs from the Pool People. Prior to purchasing them I asked if I would get new (in the box) items and I was assured I would-they had plenty of inventory. I was also told they would have all these ready to pick up by the end of the week (ready in 7 days). They were not ready to pick up for several weeks. I was then told I had to take the floor model table as that was the last one they had in stock. As the unit was not damaged we accepted this table even though it was not new as promised. When we went to pick up the set we received four chairs new as promised, but two were floor models and had damage to the paint. We were told that they would order paint and fix them to look new. They refused to order new chairs for us to stand by the items they said we were going to receive. We purchased these on May 22, 2023 and still do not have the last two new chairs we have paid for. Many attempts were made during this process to first arrange to pick up the items we purchased. We kept getting told conflicting stories about where the items were. Secondly, after leaving the two damaged chairs at the store we contacted them multiple times to resolve that issue and get the final two chairs. We were told paint was ordered and that they had no control over when it was sent. However at the last contact we were told they did not order paint and that they took the liberty of touching up the chairs with non-matching paint. They continue to refuse to order new chairs for us unless we pay more money (the chairs we bought were on sale and wed have to pay full price if they order new chairs). We are still not getting the promised items.

  Customer Answer

  Date: 08/15/2023

  When we came to pick up the six chair set we purchased we were able to pick up four new ones, but they wanted to sell us two damaged floor models as the final two.  They kept insisting they were new even though they were damaged and used by other customers.   As I had mentioned, I had asked the sales person if any of the items would be floor models and he had assured me that they would be new as they had enough in inventory.  This turned out to be a false statement. 

   

  When I returned the Manager ***** call he gave me three options.  The first was to take two chairs of the same style, but they would be non-swivel chairs (they have four legs instead).  We had paid for the swivel option which was more expensive if memory serves me.  The second option was to take the two damaged swivel chairs (see photos).  One of them is very rough as the metal appeared to be a bit shredded.  The paint job they did on that did not even cover the exposed metal.  The other one had an obvious scrape in the front of the arm and they used mismatched paint to cover it (for both chairs).  The paint job was also bumpy.  The third option was to get our money back.  This last option would not provide us with the set of six new, same style chairs that we were promised prior to the purchase.  None of these options provide us with the promised six same style new and undamaged chairs that we purchased. 

   

  

   

   

   

  Thank you,

• Initial Complaint

  Date:03/25/2023

  Type:Order 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 signed a contract to purchase a pool cover for my indoor pool with installation in January, 2023. In March 2023 I called to ask about the status. Nobody called me back. Then I got an email saying that the project would cost an extra $1,000 and I would have to go pickup the pool cover myself. I emailed back that I wanted the sale cancelled and the money returned to my credit card by end of the day next day. They emailed me back saying they cannot return the money to my credit card and they will send me a check. Now it is almost a month later and there is still no check. I called and spoke to ****** and he said I dont know whats going on. Sorry and hung up.

  Business Response

  Date: 04/21/2023

  We have no further comment to this customer's complaint.  We regret to include in our response that the customer's actions have been deceptive and intentionally egregious.  The customer was refunded in full for the down payment that they made.  The customer deposited that check in their bank account and waited for confirmation that the funds were received out of our bank account.  The same day that they had confirmation that the funds were in their account they contacted their credit card company and disputed the transaction on their credit card.  So now the customer has been refunded twice for their order.  It is disappointing that a customer would take this type of action and we are pursuing all options available to us to recoup our money and hold the customer accountable to the terms and conditions that they agreed to at the time of sale.  The customer was informed of the timing of the reimbursement and we DID comply with that timing commitment.  Their action to also recoup the funds a second time through their credit card company is unfortunate and an intentional action against our company to interfere with our operations and we will defend that vigorously.

• Initial Complaint

  Date:03/02/2023

  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.

  I purchased a Viking Heritage Spa (hot tub) from Juniper and the Pool People *********** store on November 25, 2022. They promised a delivery date of Tuesday November 29th. They did not deliver the hot tub until the next week November 5th. The cover was missing upon delivery and came the next day. Then I followed all procedures suggested by them and found the hot tub leaked profusely when it was filled. I immediately contacted the Pool People to have it fixed under warranty. They came to my house a week later to assess the hot tub but could not do anything because he did not have another person to help. On December 20th they came back and found there was a cracked jet that needs replacing to be ordered from the manufacturer. While finding the leak they chipped out all of my arctic spray foam that I paid $349.00 extra for and is now faulty in my eyes. Many weeks go by and they repeatedly tell me the part is on order but has no tracking information. I confirmed with the manufacturer and they indeed did not order the part. The part was finally ordered and came in right away. They could not fix it until February 7th. They replaced the part and told me to put a heater in it so it doesn't freeze and not to fill it for 48 hours. The next day the heater melted a hole in the surface of my hot tub regardless of following the steps laid out by the Pool People. I filled the tub and there is still a lot of leaking. I called them to tell them it is not fixed and they told me they can come take a look at it but it will now cost me money and the manufacturer will not pay anymore. The manufacturer says they agree to pay all, so it is contradictory. It is now March 3rd. The pool people have told me they will not work with me to resolve the issue unless I pay them. They are not resolving my issue whatsoever and seemingly don't plan to. As of now I have surface damage to my hot tub from following their instructions, it leaks and gives me error messages concerning the heater.

  Customer Answer

  Date: 07/05/2023

  I have not heard anything back from Juniper and the Pool People on my hot tub since I made the dispute with you guys. They have worked with us to fix the hot tub, but it is still not fixed. They keep putting us off on their schedule. I have more paperwork I could send you if needed with what the maintenance guy claims they did to fix it, but everytime they leave it is never fixed. I have also reached out to Viking the manufacturer of the hot tub. They had corresponded that they would pay for it to be fixed by the Pool People but after I told them it seems the hot tub is either a lemon or beyond fixing, they have not responded to emails or calls. 

  
  

  Bottom line, my hot tub still does not work. In fact the last emails from Juniper and Pool People they told me my hot tub had freeze damage and that it was my fault, but never in any of ************************* notes does it say freeze damage. I followed all the protocol set forth by them to keep it from freezing in the cold months.

  Customer Answer

  Date: 08/03/2023

  As of now, I still do not have a working hot tub. I was on their schedule for July 20th for maintenance repair and nobody showed up. They now have me on the schedule for August 10th. This is month 9 without a working hot tub. 

  Customer Answer

  Date: 08/21/2023

  No they came to repair it but, never did. they said it needed new parts and we haven't heard anything back from them since then

• Initial Complaint

  Date:09/28/2022

  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.

  Hello, I would like to file a complaint about Juniper Pools, Spa, ****************** We purchased a pool from them May 16 for over $7,000.00. We were told the pool would be installed in the beginning of July. We have let it go for a while since we understand people are busy and short staffed. The lack of communication from the General Manager ************************* has been horrible. Between myself and my husband we have left numerous voicemails for her with no call back . When we do reach them, they tell us the pool will be installed in the next couple weeks. We still do not have a date and no call back with an updates in the last 2 weeks. Per her last timeline our pool should be installed this week.

  Business Response

  Date: 10/13/2022

  Thank you for reaching out.  As you are aware, we rely on a group of subcontractors to perform the installation of the swimming pools that are sold by our company.  The subcontractor base fell behind this year do to several things including delays at the start of the season due to abnormally cold weather and short staffing due to COVID concerns.  We addressed the substantial delays by doubling our subcontractor group in late July but it has still been a challenge for us to make up for the shortfall in completed jobs by our subcontractors.  We typically install pools through the end of October and in some cases even into November.  That said, in order to successfully install a pool the weather needs to be clear skies and in excess of 60 degrees.  The sun and heat will allow your liner to be properly installed as it will not stretch into place correctly with the cold temperatures.  Looking at the extended forecast there is not going to be temperatures approaching that level.  We have not had enough of those higher temperature days over the past several weeks either to continue stay on our anticipated schedule.  We regret that the weather is impacting us but we have to install your pool correctly an the warmer weather is the most important part of that.

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This does not resolve our issue. The lack of communication is our biggest complaint! The number of voicemails that have gone with no response is not good customer service. We purchased the pool in May, now we are in October and have yet to get a call from the scheduler even though we were told we should expect a call that has yet to happen. We understand staffing issues due to COVID. The temperature all summer has not been unusually low, they were many days from June - September that the temperature was above 60 degrees. 
  
  Regards,
  
  *************************

  Business Response

  Date: 10/13/2022

  Thank you for your response.  We install swimming pools with a subcontractor base on a first come first serve basis.  There were many customers who purchased ahead of you that were installed during the warm months.  Unfortunately there are several that are still ahead of you that voluntarily moved to 2023.  We were targeting an October install but the weather has not bee cooperating with us.  We will do all we can to get your pool installed but if the weather doesn't warm back up we can not get to your house like we planned the 1st half of October.

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have already notified them that we do not want the pool installed this month in October. We have asked for a date in May 2023 which we have yet to hear back from the General Manager ****** or ***************** 
  
  Regards,
  
  *************************

  Business Response

  Date: 10/17/2022

  This will not be a problem.  We can accommodate your request to move the install to 2023.  

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to cancel the install with this company and receive a full refund of any down payment you received for the install portion. 
  
  Regards,
  
  *************************

  Business Response

  Date: 11/03/2022

  The customer has been in communication with our ******** store and the return of the installation is being handled.  The customer will be hearing back from our ******** leader shortly.

  Customer Answer

  Date: 11/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I'm still waiting for the ******** store to process my refund check. I was advised October 20th that this would be taken care of in **** business days. I have yet to be notified that my refund check is ready for me to pick up. 

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:09/18/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  July 6, 2022 service person came out to diagnose pool heater issue not heating. A couple days later "I" called and was told that the service guy sis not bring the proper equipment to diagnose if it was a gas issue ect. I personally troubleshot talked with customer service manager was told they would get me a part. After a month and a half of calling back and forth asking for a refund so I could replace the part myself. Apparently the purchasing person has been non existent from July 6, 2022 till now as I was told the owner would fill the roll on Sep. 8, 2022 and order the new part. I was told on Septemper 8, that my part was ordered. I called Sept. 15 they can't tell me if it was shipped or when it will be here. I have received half of my service call of $131.88. The total billed was $263.76 I am not satisfied with the partial refund as I did the troubleshooting to figure out the problem with my pool heater and had to do all the leg work to solve the issue and I believe they only called me back once and I called at least 12+ times to get updates with thier explanation being we have no one that can order parts and our purchaser is out sick was the common response between these dates. So in conclusion to date all I have received is half my service call back, no parts and no service. And I am installing my warranted part in my pool heater when or if I ever receive it.

  Customer Answer

  Date: 10/17/2022

  I am replying to an email that ypu sent in regards to my complaint and hearing anything from the company I filed the complaint with. Since the time I wrote the original complaint I had called the probably about 6 times or so to get answers. I'm told they will keep in touch, still no one calls me *** no sense of resolving my issue. I still do not have the part that was supposedly ordered 5 weeks ago. 

  Customer Answer

  Date: 12/13/2022

  I have still not received a call from the company or the part and or a refund from service work not performed from the date I issued my complaint.

  Business Response

  Date: 01/06/2023

  We have been working *******. to option warranty coverage on the damaged part.  As of this week the vendor is supplying the part as replacement under warranty.  We are at the mercy of all of our mfg to make warranty decisions with regards to their product.  We have charged the customer appropriately for the work that we performed and we expected to be compensated for that work.  Our work with the customer's assistance has resulted in him receiving a warranty replacement part.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  The business preformed no service work. They showed up and left without successfully diagnosing the issue. The part being ordered is due to my troubleshooting *** working with service. And at this time since August appears someone other then the customer service rep I was in contact with the part may be getting ordered. Thier response is a poor attempt at saving face and is due to lack of or service and support foe thoer customers. 
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 02/04/2023

  There has still be no resolution to this issue. I was in contact for a wee with someone from them to help resolve the problem. I missed thier call a couple of time *** them returned it and left messages and no reply. I'm back to not getting phone calls or resolution to this problem. 

  Customer Answer

  Date: 07/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I'm sorry I didn't get back to you. The company finally supplied the part to me in March. They never did give me a refund for the service work that they didn't complete. But regardless it's over I'm not entirely satisfied with them but my pool heater is fixed.

  
  

• Initial Complaint

  Date:08/25/2022

  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 bought a hot tub from The Pool People in May of 2020. We enjoyed the tub for most of that summer, but sensed that it might be losing water and called The Pool People in September of 2020. The service tech came out and determined that a part needed to be ordered. November came and we still hadn't heard anything. I started calling the store on a weekly basis, and the store clerks didn't have any knowledge of the part being ordered or what part was needed. I continued to call and email. I was finally told that the part would be there on January 25th of 2021. That time passed and on February 11, during a brutal cold snap, I went out to add chemicals and the tub was powered off and nearly empty. They said that we should have someone come out and take a look at it once it got warmer. ****, the serviceman then came in late March and replaced several parts that had broken. This after he didn't show for the first appointment. I received a bill, but contacted them and told them that everything should've been covered under ********. The staff at the store concurred and I thought that was that. Then, in February again this year, going to add chemicals after a weekend away, I went out to the tub and it was powered down and the water was gone again. I have contatcted them for repair about every week since April. No one would call me back. Just learned they weren't calling because I apparently still owed money for the first repair. No one has ever contacted me about payment. So at this point, they sold me the tub, it's never been right with fluctuating power issues. They didn't fix the first issue, which could've led to the catastrophic issue. Company does not respond.

  Business Response

  Date: 11/03/2022

  ************** has worked with our customer service team and finally agreed to make payment on the past due invoice that he was made aware of dating back to his original service date.  Once payment was received ************** went back out to his house for further work on the hot tub and the issue has been resolved with no further communication from the customer that a lingering issue exists.

• Initial Complaint

  Date:08/08/2022

  Type:Delivery 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.

  UPDATE FROM PREVIOUS CLAIM TO BBB.After 9 long painful months of arguing with Pool People to repair my hot tub (under warranty) I contacted their local competitor to assist with repairs. Sunharvester was able to identify the problem, order the part and repair the tub within 2 days. **** from Pool People stated they will not reimburse for the charges. Pool People state that the warranty is only covered if the repairs and parts are purchased and installed thru their company.

  Business Response

  Date: 08/08/2022

  We have informed the customer that repairs performed by a non-warranty service provider will not be covered under warranty.  We consider this matter resolved by the consumer and nothing further will be done with the matter.

• Initial Complaint

  Date:07/28/2022

  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.

  In January 2022 our heater went out of our Viking Spa that we purchased in 2021 and it was delivered 5-2021. That following Monday morning I called the ****** store to place a service call, no one returned our call until the 9 days later, on the thursday of the first week I decided to drain the spa as it was very cold and the heater was not keeping up. The service tech did eventually come and found that the heater went out, he replaced it. we decided to leave it drained and he told me that I didn't do it correctly. I explained that no one called us back and that I drained it with a pump to avoid major damage. He agreed he would come back in the spring evaluate things and we would go from there but in the mean time he reitred.April 2022 I called because we tried to fill and there was a leak in what they told me was a manifold, this is where the major trouble starts. Between my wife and myself we have placed at minimum 25 to 30 calls to get someone out to first diagnose the problem, then repair it. The simply do not return calls, you call and talk to a receptionist who tells you they aren't available and they will return your call this afternoon or tomorrow... Never happens. We have tried the General Manager, the Service Manager, asked to talk to the owner. We have gotten them to come out to our house 2 times, the first we were assured the service tech would have all of the parts and pieces necessary to fix it. He didn't even know there was an issue with the manifold because he was sent here to fix a light that was out. when he was here he didn't even look into the manifold just left. another month goes by. He returns ($250 fee and no fix), like I said no one has ever diagnosed this, they have just went off of our telling them what is the issue and keep in mind for some reason I'm being charged for this found more damaged manifolds that they want us to pay parts and labor to replace.That was a month ago and they still won't return our calls. Thank you for your time.

  Business Response

  Date: 07/29/2022

  The customer's hot tub froze due to no fault of our company.  We provided guidelines on how to handle the hot tub and prevent it from freezing but the customer chose not to follow those guidelines.  The warranty from the manufacturer is black and white that freeze damage will not be covered under warranty.  We will not repair a hot tub for a customer who does not honor the expectations of that warranty for free.  Without payment for work that we have already performed we will not be able to complete the repair.  Owning a hot tub comes with a commitment to upkeep and maintain the unit and we can't be responsible for failure to prevent freeze damage on a unit that is out of our control and installed at a customer's house.

• Initial Complaint

  Date:07/15/2022

  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.

  On March 25, 2022, I purchased a pool from Pool People, *************, **. The contract was for the pool and installation. The installation has not been done. Emails to *********************, manager go unanswered. I've visited the store to try to get a install date and get excuses for no installation. My last visit on Friday, June 24 2022, I spoke with ***** who told me they had pools from 2021 season they were just finishing. This was never told to me when I purchased the pool package. ***** did say installation of my pool would be "around" 4th of July. That date has come and gone and no installation. To date I have spent $10,419.12 and have nothing to show for it. Any help I can get will be greatly appreciated.

  Business Response

  Date: 08/03/2022

  We understand that the customer is frustrated with the timing of her pool installation.  The contract for the purchase of these goods states that the installation will be performed by an independent control that is out of the control of Juniper and The Pool People.  Our subcontractors are installing pools on a weekly basis but they have experienced delays in completing their work throughout the summer.  We continue to work with those companies to provide customers with an expectation around the installation of their pool.  You will note that we do not have a defined date on the contract with regards to when the pool will be installed as we can not give concrete times due to several impacting variables including weather and the subcontractors work schedule.  We currently estimate that this pool will be installed quickly and will provide those updates to the customer once the subcontractor is prepared to get to their property.  The customer has received their swimming pool, all components and all accessories.  That represents the majority of the value of the contract that they have executed.  Because of the unknown around the timing of the installation, we do not collect payment in full on that estimated line item on the customer's contract.  To date, the customer has made the customary 50% deposit on the installation portion and will be asked to pay the balance of the estimate when the works commences.

  Customer Answer

  Date: 08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  When I purchased this package I was told by salesman ******************* that installation would be around June 15 2022.  That has come and gone. I then went to the store on or around June 24 2022 and ***** told me installation would be around July 4 2022.  That I have recorded.  That time has come and gone also.  It is now August 03, 2022 and NOTHING has been done.  Summer is over.  Had I been told that contractors were so far behind I never would have purchased this package.  I want my money refunded and Pool People can come and pick up their pool that is still in boxes in my garage.
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 08/03/2022

  The contract you signed clearly outlines the parameters of your purchase.  Your purchase does not designate an installation time and any verbal communication of expected installation dates by the contractors are simply estimates.  A return of your purchase is outlined on the contract and would be allowed with a thirty (30) percent restocking fee.  If you would like to process that transaction you can work with your retail store for assistance in that process.

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [There are certain expectations when purchasing a product like this. You would expect it to be installed in a timely manner.  The conversation I had about installation was with the selling business not the installation contractor. If the The Pool People are selling a product and offering installation it is their obligation to inform the purchaser of extreme delays.  This is ********* the weather only allows a small window of use.  I expected the pool to be up and running by the summer of 2022 and that has not happened. Please type your response here.]
  
  Regards,
   
  *************************

  Business Response

  Date: 11/03/2022

  ****************** has worked with our owner and resolved the return of her pool based on the parameters of the legal agreement that was executed at the time of the purchase.  The pool was received back at our location and she has received the partial credit that she was entitled to receive per that contract.