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

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  The Pool People

  5370 W Integrity Way Appleton, WI 54913-9110

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  The Pool People

  3280 Church St Stevens Point, WI 54481-5321

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  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:07/12/2022

  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 have been dealing with Juniper Pools formally Pool People for the last 8 months. We have been struggling with a wire mesh piece that broke free from the neck jet (Pool People do not feel needs to be replaced), to plastic pieces shooting out from the pipes (Pool People feel is common debri from the manufacturer nearly 3 years later), leaking pipes (Pool People failed to return a call for 3 months-my husband fixed the leak), overheat codes that shut down the tub (very concerning in ********* *******), a tub that heats to 109 degrees (unsafe to use). I have spoken with Juniper Pools/Pool People and Artesian (manufacturer) multiple times with minimal response or repairs. I have been informed that the tests on the tub state the tub is running perfectly and if we continue to have problems after the warranty expires the costs will be my responsibility. They state the problems with tub are attributed to a chemical imbalance, a flow problem, the filter settings, dirty water, mice in the factory (bringing in the debri). I have emptied the tub twice, keep a chemically balanced tub, change the filter multiple times per month, changed filter cycles per their recommendations, leave the lid open to allow the heat to escape, power up the tub every day for 2 hours,,, and many other interventions. Pool People/Juniper Pools technician/manager suspect it is the circuit board/pack but refuse to order the parts because of the warranty. However, they do not stand by the warranty because it is an Artesian warranty. Juniper Pools/Pool People have asked me to stop calling the store.We have filed a claim with Better Business Bureau Business Chamber of Commerce and have also contacted an attorney. The attorney suggest filing a claim thru small claims court first. This takes time and winter is approaching. I have postponed posting on social media to give them ample time to correct these issues. I don't wish this on anyone and hope that this reaches anyone interested in purchasing a hot tub,

  Business Response

  Date: 06/16/2022

  We recognize that you have had challenges with your hot tub and we have tried our best to help you despite your belief that we are not providing enough support.  Your recognize the delay from last fall to this spring based on your communication that some how the hot tub "self fixed" itself from a leak in the hot tub and overheating issues.  When you communicate that the issues no longer were presenting themselves we considered the matter closed and asked you to follow up if the problem continued.  When that occurred this spring we scheduled a service tech to come out to your house as soon as we good but again recognize that the timing was not ideal for you.  We have many customers we are supporting and we regret that we couldn't stop handling all of the other issues and deliveries to tend to your immediate concern.  We handle customers on a first come first serve basis and again went to your house as soon as we could.  We understand that you made numerous phone calls to the manufacturer because we were not stopping all of our other support calls to tend to your matter first and we explained that to the manufacturer.  After arriving at your home on 6.2.22, we processed the warranty paperwork with the manufacturer and ordered the replacement parts from their parts warehouse.  While it is two weeks later and we understand you are not happy about this timing there is little that we can do about the procurement of that material.  The manufacturer has provided us with a target arrival date of 6.24.22.  As soon as those parts arrive we will get out to your house to perform the parts replacement under warranty.  We regret the timing may not meet your expectations but we are handling this as quickly as we can.

  Business Response

  Date: 07/12/2022

  Ms. ****** - as you are aware the hot tub is covered under a manufacturer warranty and we have been to your house five times with Artesian guidance on the required repairs for the warranty issues.  The manufacturer and our technicians continue to be unable to verify the error codes that you are experiencing when we are not at your house.  Despite our inability to replicate these errors we have replaced the sensors on your heater as well as run multiple diagnostic checks on your hot tub.  You have a warranty that has not expired and we continue to honor that warranty and perform service work on your tub to get it in optimal working condition after your three years of use.  The manufacturer has steps to follow for the repair and while you have requested a brand new hot tub and/or extensive repairs that you deem necessary we can not take those steps without approval from the manufacturer who is responsible for all coverage on the warranty.
  
  The manufacturer continues to instruct us on the work to perform and you have been in daily communication with our leadership team on the issues.  The manufacturer is making another determination on how to proceed to correct your problem and we informed you of this just yesterday.  While you continue to call all four stores to get an answer, we have informed you that working with our warranty department is the appropriate course of action.  We are sorry the you are unhappy with the timing around Artesian responses to your issue but multiple visits to your home have shown that we continue to address this issue in an effort to get it corrected.  We know that all customers wish for their issue to be priority number one but we have to work through the correct warranty channels of the manufacturer to address your issues.
  
  We will still continue to honor the warranty which you agreed to follow under the written contract you signed when you purchased the hot tub.  All warranties have an expiration and while you can choose to pursue legal action,that will not afford you to have your warranty extended.
  
  You continue to claim that Pool People are making these decisions solely yet you have spoken to the manufacturer direct yourself and they have told you they are working with us.  We regret that the manufacturer has taken several positions along the way that the some of the issues you are experiencing are user influenced but it is important to note that improper operation of the unit by the homeowner may lead to items not being covered under warranty.  That is the sole decision of the manufacturer and not a decision of our service technicians or the Pool People.

  Customer Answer

  Date: 07/13/2022

  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.
  

  I thank you for your unexpected prompt response to BBB. I appreciate the multiple visits to assess the tub. I have followed all your recommendations as well to resolve the problems that you may feel are user induced. I have emptied and deep cleaned, I have changed the filter cycles, I have left the tub open to release heat, I have turned the tub off for 20 hours per day to lower the temp. I have done these interventions among many other things per you, your tech, and your manufacturer recommendations. After the interventions the tub continues to send malfunction codes. After the tub malfunctions I call PP for additional direction. I do not call all 4 stores looking for answers. Due to your answering service, it is impossible to call a specific store direct. Your answering service transfers to your location. Once again PP is placing blame on the consumer. I was instructed by **** and *** to speak with you two directly. I only ask to speak with the two of you following your direct instructions. PP has recently asked me to stop calling the store! The sensors that have been replaced did not solve the problem with the tub overheating, sending malfunction codes and shutting down. The circuit board/pack that I am inquiring about were a suggestion from your service tech and ****. I am simply asking if these parts have been ordered or asking for further direction. I have no knowledge base to suggest such parts. I have had the tub for 2.5 years (not 3). The only problem I have had was an occluded neck jet from a standard diffuser that broke free and occluded the flow. PP does not feel that it warrants repair or reimbursement. PP feels that if the jet is functioning, they won't repair it. PP has given an analogy of a car that runs doesn't need to be repaired. I paid for that diffuser! A new vehicle will run without air conditioning but that doesn't mean it shouldn't be repaired. Beyond that the tub has run perfectly for the 1st 2 years. The tub has never sent overheat codes or unexpectedly shut down. It wasn't until the last 8 months that there have been these relentless problems unsolved by poor, delayed customer service. It is unfortunate that the tub does not malfunction while you are here. But I have sent you multiple videos as you requested of codes etc. I have followed all your suggestions to correct the problem. Again, this problem has been a problem since November. We are headed 9 months with a useless tub regardless of the warranty. A Warranty that your service agent, *** states that will expire soon and I will be responsible for parts and service. A warranty that expires come fall in *********. A fall and winter in ********* that the tub shuts down unexpectedly putting the tub at risk of freezing. I am saddened that you say YOUR manufacturer is not helpful, but it is my household with an expensive un-functioning and useless tub. I do not believe these correspondences thru BBB will resolve these issues. I can only seek comfort that prospective consumers read these complaints and make a better decision in their purchases. 

  PP does not stand by their merchandise, warranty or manufacturer. 

  Bottom line... I do not have a functioning hot tub. As stated previously to PP "send me a new tub if you can't fix this one." I paid for a functioning tub!