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Complaint Details
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Initial Complaint
07/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mr. Pool has failed to timely perform the completion of my pool installation or provide reasonable updates. From the work that remains, the use of subcontractors on multiple pool jobs simultaneously has extended the completion of my pool nearly 5 weeks longer than what was communicated when the vendor and I reached an agreement. The current status of my backyard is a hardship, safety risk, and has unreasonably disrupted my ability to enjoy my home. The only supply chain issue that exist is that the business ordered the wrong liner and it had to be reordered, but I was told that because of the mistake the new liner order could be expedited (ie within 1 to 2 weeks) and that has proven to be inaccurate. The electrician and excavating crew will not return to complete the work that should have been completed nearly three weeks ago simply because Mr. Pool has them assigned to pool jobs that they had added to their portfolio of business.
Business response
08/12/2022
So sorry the customer is unhappy. Due to supply chain issues the automation panels are on backorder. Once back in stock the electrician will be back to install. It is my understanding that as of this time the automation has been put on the pool. As for the liner, the original liner that was sent to install in the pool did not fit do to an error made at the manufacturer. They have since remade the liner and sent it to be installed and it is now in the pool. Unfortunately, these items were out of our control as to when we would receive them for installation. I hope that you find everything complete and are enjoying your custom built pool. Thank you for business.Initial Complaint
05/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pool install from Mr. Pool in 2021. I spent over $****** for this install and so far we have had the pool pump go bad. I purchased a new pump from them for them to install since they did not have the warranty pump motor in stock. They were supposed to bring the warranty pump motor back to be for a back up once it came in and still has not done so. I purchased a polaris from them and it went bad, they were supposed to come back and repair it and still have not done so. The concrete around my pool has had issues with voids in the concrete and they were supposed to come back and patch it and redo the spray deck around they pool that has peeled and flaked off and still has not fixed that yet. I have tried calling, texting and no one responds and no one answers their office phone.Business response
05/26/2022
Mr. *******, we are very sorry that you are having this experience with us. We try extremely hard to make sure all of our customers have a positive experience with us long after the pool is completed. In reviewing our records at the time your pump went out we did not have any that were the same type in stock. However, you decided you wanted to upgrade to a variable speed pump which we quickly came out and installed for you. At the same time the pump was replaced we also fixed the issue with the Polaris. Since this took place we have not heard from you regarding any further issues with the Polaris. We have also been out to repair the spray deck that was peeling off when we first installed the pool and even restained the entirety of the pool deck. Once again we have not heard any complaints since. We are more than willing to bring your original warranty pump back once we receive it or we can bring you a similar pump if you are not willing to wait any longer. We can come take a look and repair any issues with your pool deck now that we are aware of it. If you have any questions please give the office a call at ************. If you don't get us on the phone please leave us a voicemail. With the volume of calls we receive it is very helpful to leave a message so we can call you back.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.