ComplaintsforShasta Pools & Spas

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 18 LONG month's waiting for the pool to be finished, the travertine shifted and separated. They came out and fixed it and it again shifted and separated. When they finally came out to fix it again, they discovered that they forgot to put a part on and the pool had been leaking from the start. How it passed inspection is unknown. repaired it again with the right parts and again it has separated and is falling apart. Called for service and was told we had to be transfered to the 2yr warrenty side, and they would contact us within 24hrs. That was 2 weeks ago. customer ********************** is non exsistent.follow thru and supervision is horrable.

  

  Business response

  08/08/2024

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns.  We have this on schedule and left message for the customer.  We hope this information proves helpful.

  Respectfully,

  Shasta Pools
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a Shasta pool installing in 2000. I have a Lifetime Warrantee on the Pebbletec Material. Shasta will not honor the warrantee. Shasta states that Pebbletec should have never been used on the rolled beam, and now wants to charge me $12,541 on a redesign. I was only willing to pay for labor per the warrantee.

  

  Business response

  08/01/2024

  Dear Conciliation and Engagement Specialist:

  Thank you for the information regarding this customer's concerns.  Please note, the pool is 23 years old and the warranty specifically addresses the stone failing.  Not the matrix of the interior.  The stone did not fail.  We will have our Warranty manager contact the customer to discuss.

  Respectfully,

  Shasta Pools
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see attached document. My explanation of the issue exceeds the character limit allowed here.

  

  Business response

  07/16/2024

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns and our apologies for the inconveniences they have caused.  One of our managers has already been in touch with this customer to discuss and arrange resolution.  We hope this information proves helpful.

  Respectfully,

  Shasta Pools
  

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shasta remodeled my pool and replaced the cleaning December 2006 and provided a lifetime warranty with the cleaning system. Since then they used Leslies Pool Supply (local) to exchange parts under warranty. In 2022-2023 (I believe) they switched from ******* to exchanging the parts themselves. Although the drive to the parts department took over an hour and a half, this was better than nothing. Sometime recently ******* took over the warranty replacement and now take up to 2-3 weeks to mail replacement parts. The pool won't last 2-3 days without becoming a swamp much less 2-3 weeks. This doesn't even account for the run-around trying to get warranty parts and dealing with Pentairs customer ********************** department (bad in my opinion).This leaves with the option of buying the parts I need or spending an inordinate amount of time trying to maintain my pool for up to 3 weeks without a cleaning system. All this due to Shasta not providing a reasonable service standard for the warranty that was contracted for.

  

  Business response

  06/21/2024

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns.  ********************** is, in fact, honoring the warranties.  We just have a different process and will work to improve that process.  For now we have contacted the manufacturer and they will be contacting the customer, if they haven't already, to resolve the replacements.

  We hope this information proves helpful.

  Respectfully,

  Shasta Pools.
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the pool from Shasta in the mid eighties. With the pool came a lifetime warranty on the floor cleaning system(large and small cleaning heads). About March 19, 2024, I made a call to Shasta to request cleaning heads replacements were needed. They had records of my pool install. They told me that Shasta had sold their parts to Pentair and I would have to go thru them. On March 20,2024, I called Pentair requesting the cleaning heads with pictures.At the time the person I talked to was a *******************. Told I would get the cleaning heads in about 3 weeks. The small heads arrived after 3 weeks but not the larger heads. After repeated calls to find the status it was one excuse after another. No resolution here. Sure hope you can help. Meantime my pool is looking bad. Just short of seeking legal advise, my patience is running out.

  

  Business response

  05/21/2024

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns.  We contacted the manufacturer who now handles the warranty on the cleaning heads.  They will contact this customer directly, if they haven't already, and work toward resolution.   We hope this information proves helpful.

  Respectfully,

  Shasta Pools
  

  Customer response

  05/31/2024

  All information is in the initial complaint.Shasta has all documentation
  of date when pool was 
  Installed. They have
  pictures of the cleaning heads I need. They also
  have proof of the lifetime warranty that came with 
  the pool. Pentair has this
  info as well. They have
  known this since March.
  It's  been all talk and
  no substance. Delay,delay,
  delay. Placed a call to Mr
  ***** today. Response
  was out till Thursday. It's 
  getting ridiculous. Honor
  the warranty. 

  

  Business response

  05/31/2024

  Dear Conciliation and Engagement Specialist,

  Thank you again for the additional information regarding this customer's concerns.  Hopefully, this message has already been answered.  The manufacturer advised he has spoke and texted with the customer several times and he should be receiving all of his parts shortly.   We hope this information proves helpful.

  Respectfully,

  Shasta Pools
  

  Customer response

  06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,

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

  PS. With lifetime warranty. If fulfilled 

  Then consider complaint closed.

  Thank you.
   

  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a lifetime warranty for my on floor cleaning system. Shasta no longer has stores so it now uses Pentair to ship parts to customers. The experience is horrible and takes days if not weeks to get parts while your pool is dirty and the water is going bad. This is unacceptable and essentially a useless warranty. Shasta has failed to deliver on their promise.

  

  Business response

  05/10/2024

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns.  ********************** has changed some of our processes but we are honoring the lifetime warranty.  The manufacture representative reached out to the customer yesterday but had to leave a message.  We will continue to reach out to the customer and work toward resolution. 

  We hope this information proves helpful.

  Respectfully,

  Shasta Pools.

   

  Customer response

  05/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home that included a pool, the seller is who signed the contract with the pool but he sold and moved before the pool was completed. We have owned the home since March of 2023 and have recently had pool issues. It is supposed to have a 5 year warranty but were told since we were not original owners it is only a 2 year, which does seem right since the origianl owner never even used the pool. Anyway, the other issue is, the issue with the pool. The leveler did not seem to be working and our pool was filled all the way to the top. **************** suggested we get ahold of Shasta pool to have them come out since it was still under warranty. We called Shasta and were told to turn off the pump and they would have some from warranty come out. We turned off the pump as told and within hours the pool level had dropped several inches which is not normal. Someone from Shasta did come out a few a days later and replaced the leveler but once we explained the situation with the pool dropping dramatically he said he had to get with someone else and either he or the this other person would call us. That was almost 2 weeks ago and in the meantime **************** said our pool is getting trashed because birds are pooping in it and staining it. We have left several messages for Shasta and no return calls. Please help!!!!

  

  Business response

  02/01/2024

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns.  We have reached out to the customer for the swimming pool property information since the message only gives an out of state address.

  We will then research the situation and advise.

  Respectfully,

  Shasta Pools
  

  Customer response

  02/01/2024

  they have not reached out to us.  The address of the property in our complaint is ***********************, good year

  

  Business response

  02/02/2024

  Dear Conciliation and Engagement Specialist,

  Thank you again for the added comments from the customer.  We actually sent two emails to this customer yesterday. We are researching the ************** and will certainly be contacting her by the end of today.  We hope this information proves helpful.

  Respectfully

  Shasta Pools
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are approaching 5 years since we had our pool built. from the building process we have had a pretty negative experience. let me correct that we had a negative experience with the concrete crew they used. Fast forward to today 11/30/2023 i have been trying to get ahold of them to come fix a warranty item that was never fully addressed, a partial less segnificant part was address. About 2-3 weeks ago i finaly spoke to someone and they said someone would be contacting me to come take a look at the issue im having. to this day not one call or email has been made. For a 60k plus investment made to our home the value does not reflect on the product they have offered me and they have failed in honoring there warranty terms. My initial complaints all revolve around cracked decking and a pool "epoxy deck paint" that is less then 2 years cracking and peeling up. when the crack was fixed we were left with unpainted exposed cement and the initial complaint of a peeling deck.since then i have had tiles come off the pool wall and more peeling of the deck paint.

  

  Business response

  11/30/2023

  Dear Conciliation and Engagement Specialist

  Thank you for the information regarding this customer's concerns.  ********************************************* will have our warranty manager reach out and investigate the issue. 

  We will be happy to provide the BBB with updates regarding the matter.

  Respectfully,

  Shasta Pools
  

  Customer response

  12/01/2023

  I will accept the response once my issues are resolved. 

  

  Business response

  12/07/2023

  Dear Conciliation and Engagement Specialist,

  Shasta Pools is working to address this and should update soon.

  Respectfully,

  Shasta Pools
  

  Customer response

  12/08/2023

  Still have not heard from them. 

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A new pump and motor were supposed to be installed on 10/5/23. I called Shasta Industries that morning to confirm the appt. The office said **** would be here at 1pm. **** never showed and I didn't receive a call from the repairman or the office that day. **** called the next morning, Friday, and showed up a half hour later. The explanation was a family emergency: I understood but told ************* should have called us. He agreed.The pool motor and pump he brought did not match the filter and couldn't be installed. However, he had already removed our motor and pump making it useless. **** said he would return Friday afternoon with some parts to make ************* and pump fit. **** never returned on Friday and never called either.I have called the company 3 or 4 times but haven't received a response. I am fearful that the now broken apparatus will remain so through at least the weekend, causing us to have to add expensive chemicals. I want to note that our pool pump was functioning before he tore it apart.

  

  Business response

  10/10/2023

  Dear Conciliation and Engagement Specialist,

  Thank you for the information regarding this customer's concerns.  We had management in touch with this customer and the issue is being resolved if not already complete. We hope this information proves helpful.

  Respectfully,

  Shasta Pools
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have cracks in the surface on the commercial quartz finish installed by Shasta when my pool was completed in October 2018. These cracks have caused the occurrence of calcium nodules on the pool surface in several areas. I have been in contact with Shasta beginning May 8, 2023.*** from Shasta looked at our pool on June 27, 2023. He stated that the nodules were created by a "chemical event". He did not know what chemical, as he was not a chemist. He also noted the water feature was drooped on one side and we needed some grout and cool deck repair.That evening I researched calcium nodules and could find no results for being caused by a "chemical event". Several websites state water gets into or under the surface through cracks and pull calcium out of the product. I asked for more info using their contact info on their website on June 30, 2023 and again on July 5, 2023 with no response. On July 7, 2023 I sent a message to the build a new pool selection on their website saying I would like to be contacted about a warranty issue. I was called back about 30 minutes later. I explained my situation and was given the same chemical response. When I stated my disagreement and again asked how it could happen or what chemical I was told they don't do chemicals or pool maintenance. My question then was how can you say it is or was a chemical issue if you don't know about chemicals. I was promised a call during the next week from **** (?) the warranty manager. I did not receive that call. I called and left message on July 18, 2023. I received a call back on July 19, 2023. The person took the information again and said she would send it to **** and I would be contacted. As of July 27, ********************************** anyone from Shasta.I would like my pool surface properly replastered with procedures needed for surface with current calcium nodules or proof of how a "chemical event" could have caused these issues.

  

  Business response

  08/02/2023

  Dear Conciliation and Engagement Specialist,

  Thank you for this information regarding this customer's concerns.  We have reached out and spoken with the customer and will be working toward resolution. We hope this information proves helpful.

  Shasta Pools
  

  Customer response

  08/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*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. ↩