ComplaintsforSecard Pools & Spas

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 5, 2023, purchased a pool liner, timer and skimmer. liner installed at the end of MAY 2022 pool was out of use until end of JUNE 2022, wrong size pump installed causing water to grow algae, also noted pool liner was to big causing folds at the bottom of the pool and stairs were unevenly set (to big), reported to Shelby since manager was never available always in employee meetings. Shelby advised they would come out and stretch the liner in November 2022, showed up until MARCH 2023, all was well no issues with pool liner other than the oversize issues, MARCH 2023, Secard crew drained amd streched the pool and noted the seems were coming apart in the stairs area, refilled the pool, promised to get a new liner all is well no issues with pool liner other than oversized. MAY 30, liner #2 installed this one was HUGE (se pic). Liner #3 was installed again crew man pointed out the corners near the latter sets were crinkled and liner was to big on the stairs area, crew took pictures . they filled the pool anyway, spoke again to Shelby and advised they had filled the pool, this was okay I was told to protect liner, I was to get a call back with a resolution. Well never received a call, shortly after using the pool it was noted that there were rocks under the liner they were stepped on by family members, and for God’s sakes, the pool was leaking, contacted Secard and crew came out to check July 14, after many calls A MANAGER APPEARD BRIAN!, on July 17th, called to inform me the pool had holes caused by my latter and also there was a rip in the stairs area, he stated it was noted by crew when the liner was installed about latter but failed to inform me or any member of my family, liner was installed anyway, now I was told Secard was not responsible and they would not be replacing the liner I’m on my own, but he proposed 1. to Replace latter at no cost or 2. Sell me another liner a 50% off, I am requesting a $10,000. refund or brand new fitted liner.

  Business response

  07/24/2023

  We have made contact with this customer the day of the complaint and have already resolved this issue with the customer.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2018 I purchased a swimming pool from Secard and Spas Pools. The liner has a ten year warranty. I purchased the pool at a cost of $28,000 dollars approximately two to three years ago. At that time I started having issues with the liner. The liner started to fall off the rail due to poor installation. I reported it immediately to the vendor, store manager "Mr. *****". I also called the main company to have it repaired, the installation manager of the company Mr. ***** *******, located at **** *** *** ****** *********, telephone number ************* *tated that they could not touch it. I insisted again based on the ten year warranty, and he finally said that if they did it, it would cost me from $700- $2000 dollars to fix. I didn't agree with his response, but finally agreed to paying an additional $700.00 dollars. Work was completed and once again in July of 2022, I noticed that my pool was losing more than two inches of water everyday, in consequence the Department of Water sent me a letter of a water leak in the property located at ***** ********* *** ******* *** *****. I checked for leaks and found out that indeed had a leak, leak was located in the swimming pool, on the liner li and around the light fixture of the swimming pool. Which was not caused by me or negligence due to lack of proper maintenance. Photos were taken of the leaks, clearly showing the quarter size and smaller around the light fixture and the seam tarring at the seam on the lid. I then took the photos to store manager Mr.******* who in turn called installation manager Mr. ******* who once again said in an angry way, that they could not fix it because they were short of personnel and that the warranty had expired. He told me to fix it myself with tape. I told him then that I would seek legal help. Unfortunately the pool has been closed due to having an algae build up due to not being able to run the filter because the water doesn't reach the skimmer. I sincerely hope you can assist.

  Business response

  07/17/2023

  We have reached out to the customer and working on resolving the situation.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased our Secard pool in ground vinyl pool February 2021 and when we took the pool cover off April 2023 we discovered that the liner has already separated from the track. We contacted store manger Antonio at the Menifee location and corporate when we noticed it a month ago. They just informed us that it would cost us $1275 for labor and if while doing so the vinyl rips, it would cost an ADDITIONAL $400 to repair it!! Corporate didn’t send anyone to assess to determine the cause of the issue, but instead bases it decision on pictures that the buyer has to send to the local store. We were given a list of reason why this issue could have possibly occurred. Mind you, none of the isssues listed apply to what happened to the liner. But apparently they are able to determine the cause of the issue from that list based on “pictures”. The 10 year limited warranty details were ONLY given to us (via Text message) once we contacted them about this issue. They were NEVER detailed in our contract we received when we purchased. We learned that the warranty essentially covers nothing and is prorated to get you to buy another liner. Buyers like us will end up paying for major pool maintenance every two years and are better off getting a traditional concrete pool.

  Business response

  05/31/2023

  We have spoken with the customer and have addressed their issue with their swimming pool.  The customer stated that they were to remove and close this complaint.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2021 my swimming on 1 of the corner the vinyl is off track.. so I took pictures of it and send it to Saccard Pool in Rancho Cucamonga they told me to send pictures which I did tell them talk to them but never got back with me until July of this year 2022 I spoke to ******* the store manager and we’ve been talking for about at least three months plus now about the issue it’s a normal wear and tear the corner of the vinyl just went off track so should be under warranty it’s been about three months plus now he shows up on 8/24/2022 after a months of months,, scheduling rescheduling numerous times of texting,,, he mentioned that it would cost $775 to lay another Linyer or &90 for just the corner piece,,, when I mentioned that I did not want a new liner because there’s nothing wrong with the liner itself it’s just sagging in one corner because of the corner piece that’s holding the liner he said that he didn’t have that $90 piece with him it would be at the store and I would have to go pick it up mind me he is at my house while I’m talking to him on the phone while I’m at work he tells my wife that we would have to sign a contract I said are you trying to bait and switch the situation ******* got upset and said sir explain to you that’s the price and if you want a quarter piece you’ll have to come to Rancho Cucamonga now mind you we’ve been talking for about the situation since October 2021 and he finally just showed up August 24, 2022 after we’ve been communicating never mention about I would have to sign a contract We’ve had the pool for about four years now it’s a normal wear and tear we haven’t touched anything to so I just taped it so it does not fall I just felt that I was bait and switch the situation,,, I just want the situation resolved and have secard pool hold accountable for their product and their service with all respect,, So now the corner has gotten worse where I have to tape on it,, ******* Store Manager is very unprofessional

  Business response

  08/25/2022

  We have investigated Mr. ********* out of warranty repair and we are declining to offer our services to Mr. *******. 
  

  
  

  Mr. ******* has made multiple violent threats to multiple members of our staff over a four year history and we are not interested in working with him due to safety concerns.

  
  

  We ask that the BBB closes this matter.
  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -I purchased a Cal Spa (above ground spa) from Secard Pools Inc. **** ***** *** ****** ********** ** ***** ******** -Purchase date was 5/29/2020. I made a $500 down payment at the time of purchase. -Paid remaining balance of $5,186.49 on 6/30/20 -Spa was officially delivered 7/7/2020 -I noticed approximately 5 small cracks in the spa shell in 11/2021 -On 12/7/2021 I spoke with ******* at Secard Pools over the phone, and she asked for photos of the cracks via email. I sent her an email with photos attached and asked what could be done. -I did not get a subsequent response from ******* -I called Secard Pools on 12/21/2021 and spoke with ********* this time. I forwarded her my original email to ******* with the attached photos of my spa shell cracking. -********* called me and scheduled a Secard Pool technician to come out. -On 1/7/2022 a Secard technician examined the cracking on the spa shell which had since grown in quantiy of cracks as well as lengths. He stated this should not be happening and said it would be covered under the warranty. -On 1/25/2022 I had not heard anything back from Secard Pools on how the cracking was going to be remediated. I then reached out to the manufacturer Cal Spas via email and ******* with Cal Spas replied the following day 1/26/2022 that she spoke with ********* at Cal Spas and that she would be getting in touch with me soon. -On 2/2/2022 I emailed ********* with Secard Pools because I did not hear anything from her. She gave me the "repair guys" name and phone number and said I could contact him directly. -It took another month until the "repair guy" made it out to examine the cracks. He said that he could not make the needed repair at that time. He also showed me pictures of other customers new Cal Spas cracking and said it was likely a manufacturing defect. The 2yr shell warranty expires on 7/7/2022. The cracking continues (faulty product) and all I am getting is unanswered emails. Really disappointed to waste 5K+.

  Business response

  03/18/2022

  We are aware of the customer's situation.  While we serve as a warranty station for Cal Spas, the manufacturer of the custom ordered spa, the nature of this defect is not something that we are authorized to repair.  The customer has an acrylic issue and Cal Spas uses a third party outside of Secard Pools to make the repairs in this market.

  
  

  Secard Pools has pushed Cal Spas and the third party multiple times in order to assist the customer, as in this specific situation is all that we are authorized to do.  Since this original post, we have put significant pressure on the repair company in addition to our previous efforts and we were reassured that this would be handled promptly.

  
  

  While we understand the customer's frustration, we did not manufacture the spa and we are not authorized to make the acrylic repair that is needed.  We have put in a significant effort to assist the customer on the backend that he would not see as we also want the situation resolved.  While the customer's frustration is warranted, the reason for the delays and frustration are not a result of Secard Pools as we have gone above and beyond with what we are able to do in this situation.

  Customer response

  03/18/2022

   I am rejecting this response because:
  
  I was told that I needed to deal directly with Secard Pools for all warranty issues and shoud not deal directly with the manufacturer Cal Spa.  I agree that Secard Pools didnt manufacturer the spa however if they are not ultimately responsible for warranty claims getting resolved then why are they the point of contact? I understand Seacard cannot do anything more despite nothing being repaired to date on our spa.  

  
  

  My question to BBB is can this complaint include Cal Spas as it seems Secard is ultimately not responsible for making the repair but Cal Spas is? 

  
  

  Thank you for your support

  
  

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

  **********   

  
  

  Business response

  03/18/2022

  We appreciate Mr. *******'s understanding regarding our role in this matter.  That being said, we spoke with the third party within the last 24 hours and were under the understanding that they were going to expedite this and attempt to repair this today.  In addition there are other repairs in which are on schedule by our team next week.
  

  
  

  We are in agreement with Mr. ******* that this has taken longer than we all would like, but it appears that this situation is coming to a close relatively soon.  We would ask that this matter be closed as the root cause of this complaint is not a reflection of Secard Pools.
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For 1.5 years we have been trying to get a lap pool installed in our backyard. 4 feet deep, 7 foot wide rectangle. We signed the contract summer 2020. Our pool isn't finished as of February 2022: Project not completed timely. Wrinkled liner. Poor workmanship. Months of delay. Warped wood used. Rescheduled without notice. Still not complete.

  Business response

  03/01/2022

  This project has been completed and all issues have been resolved since this post was made.  We have spoken to both Mr. and Mrs. and to our knowledge there are no outstanding issues.  The build time was not as described as it does include additional warranty work that we have completed including a new pool liner at no additional expense to the Buyers.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WORST CUSTOMER SERVICE EVER ******* AND ********* - Bought a $14k from here for my son's physical therapy (medically needed), **** and ***** helped me out. **** stated if any issues to call him. A few months in the spa started to leak, they sent a guy out, said the heater was leaking but it was a two man job and needed to come back another day. A month later they were able to come out again, only to tell me the problem fixed itself. Skeptical I asked what it it continues to leak, they said they would just come again. Part of this process is draining the spa, not cheap in cost of water and chemicals. So of course the spa starts to leak again. I get an appointment, again weeks out. The day of the appointment, NO SHOW NO CALL. I called spoke to ******* and she claimed she was about to call me, sure just like the checks in the mail, I explained I have to take time off of work to allow people in my back yard, she didn't care, just said it's not their problem and it's out of their control that the workers could not show up. I explained the cost of having to keep draining the spa and he offered a chemical starter kit, which I accepted. A week later the workers show up first thing in the morning. I asked for the chemical kit, they looked confused. I call in speak to ******* and she admits she forgot to add it to the work order. Now she said I have to wait another week for the chemicals. So again, my son can't use the spa for yet more time. The workers felt bad and offer me some opened/ used chemicals for the situation. I told him I didn't want them if it would effect the kit that was to be sent to me next week, he said no worries. Today, No chemical kit. I call in spoke to ******* and she said she took me off schedule because the worker already gave me "something ". And if I still wanted the kit I now have to wait yet another week. I asked to speak **** ******* said no. Spoke to ********* same worst than ******* Expecting this to get to **** and the Board of Directors.

  Business response

  03/02/2022

  Here is our response for this case:

  Mr. ** **** purchased a swim spa and unfortunately had an issue the required service.  Upon inspection, it was determined that two people were needed to perform the repair and we had to reschedule the appointment to accommodate two technicians at a future date.  On the scheduled date, one of our technicians tested positive for COVID-19 and before we could call Mr. ** **** that we needed to reschedule, he phoned into our office.  

  
  

  On the rescheduled date, our technicians were able to resolve the situation and provided Mr. ** **** with chemicals on their vehicle to start up his spa.  He was in possession of all he needed to start his spa up on that day, and in addition we agreed to accommodate his inconvenience with a free chemical kit.  Mr. ** **** was explained this multiple times by our coordinators, but he did not accept the answer and he demanded that we drop what we were doing to come to his house immediately in which we could not accommodate.  We explained to him that we would be out there a few business days later to deliver the chemical kit and reiterated that he had all of the necessary chemicals to start his spa in his possession again.

  
  

  I spoke with Mr. ** **** on the topic and reassured him that we would come through with the promised chemical kit, but with the chemical kit that he was given at the time of his original delivery as well as the chemicals left by our technicians, he had at that time what he needed to start his spa up again.

  
  

  We understand the inconvenience of warranty situations, but we addressed what was wrong with the spa timely and the root cause of this complaint is about not being able to delivery free chemicals on the spot.  We hope that future customers understand that we went above and beyond our stated warranty to accommodate this customer.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Swim Gymm, a pool that was advertised as in-stock from Secard Pools/Spas, Splash-Around-Pools on 8/17/2021, and I still do not have a functioning pool. I paid $2,106.30, which cleared on 8/18/2021. It took a long time to ship, and the first shipment I received was on 9/22/2021. I immediately called to notify them of many issues, including damaged and missing parts, and a pool pad that was not as advertised on the website. I followed up with an email. They eventually sent out replacement parts, but the fittings sent do not fit properly, and the pool constantly leaks once the water level gets to the level of the fittings with the hoses that lead to the pump. I have not even been able to try the pump to see if it works because the water level is too low. I have attached a PDF with emails back and forth with the manager, which details the many issues with the parts that have been sent. It is ridiculous that almost five months after I paid for a pool that was supposed to be in stock, I do not have a pool that can be used. I last sent emails to the manager on 12/8/2021, and 12/29/2021, and haven't received a response to either email. I am tired of wasting time trying to get this issue resolved and want a freight pickup to pick up these useless parts and give me refund. These issues should have been resolved months ago, and I wish I had disputed these charges with my credit card company, but the manager said on the phone he would fix it. Their phone number is 1 *************, their address is **** ***** ******* Rancho Cucamonga, CA 91730, and their website is https://shop.secardpools.com/product/swim-gymm/.

  Business response

  04/15/2022

  We are currently in a dispute with Ms. ********* credit card company.  She at this point has a pool that is usable with usable parts and she has charged back her credit card and won after false claims that she did not receive the product.  Ms. ******** had sent a video and it appears to be an installation error that is preventing the use of her pool as we have already replaced shipping damaged parts as she has stated.  We intend to pursue this case legally for collections and ask the BBB to close this matter as we feel that the issue is past resolution and the customer has a pool as well as recuperated her money paid to us.  We are out of product, shipping and Ms. ********* money due to her fraudulent claims to her credit card company that she never received the product.

  Customer response

  04/16/2022

   I am rejecting this response because:
  
  

  Hello,

  I am writing to address the response from Secard Pools on April 15, 2022. It is interesting that Secard Pools waited over three months to respond to my complaint submitted to the Better Business Bureau on January 9, 2022, and only after facing consequences due to my complaint to my credit card company. This is indicative of the difficulty I have had in getting a response from them to fix the issues with the pool I ordered.

  In their response, Secard Pools said the video I sent with the water leaking out of the fittings appears to be an installation problem. However, in the last response I received from the manager at Secard Pools on December 8, 2021, the manager wrote: “From the video, it looks like it is the elbow fitting threading in and we will have to send new wall fittings to resolve.” This email was provided in the documentation I sent to the Better Business Bureau. I was never sent replacement parts and received no further responses to my follow up emails. Now, over three months later, Secard Pools is trying to pass the blame and say it is a user error. My error was ever trying to purchase a pool from this dishonest company.

  Secard Pools said I fraudulently claimed that I never received the product. What I actually stated to both the Better Business Bureau on January 9, 2022, and to my credit card company on January 12, 2022, was that I still do not have a functioning pool because the replacement fittings sent were after-market parts, which do not fit properly, and the pool constantly leaks once the water level gets to the level of the fittings with the hoses that lead to the pump, and that I have not even been able to try the pump to see if it works because the water level is too low. I reported it to the Better Business Bureau and later to my credit card company only after giving Secard Pools many opportunities over several months to rectify the situation and they did not respond.

  The pool is an unusable, disgusting mess because the pump cannot be and has never been run. I would be glad to send it back and get it out of my yard if they pay return shipping.

   

  Sincerely,

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

  
  

  Business response

  04/19/2022

  Unfortunately, the customer is being unreasonable.  Our posted policy is very clear upon purchase and is listed here for reference:

  
  

  Return and Exchange Policy 

  SWIM GYMM® will accept any return of the pool and related pool accessories of the same purchase in new, unopened/unused sealed condition within 7 days after the purchase date. Purchaser must provide the following to have a Return goods authorization (RGA) issued: Proof of purchase with purchaser name, date and purchase price clearly legible (name of purchaser must be original purchaser) All return shipping costs are the purchasers responsibility. There will be a 20% restocking fee of the total purchase price. Once merchandise is returned, inspected and approved that all goods are new, unopened, unused and sellable as new condition, your refund will be processed in 7 -10 working days. A credit will be issued less restocking fees. All merchandise must be received in new condition for your refund. If your SwimGymm® is not functioning correctly or you are having technical difficulties, please contact us at ***** ******** from 8 am- 5 pm PST or via the contact us form on the website.

  Any and all goods must be returned to at purchaser’s expense:

  Splash -A- Round Pools
  **** ***** *** ****** ********* *** *****

  The customer has circumvented this and has charged their credit card back.  She has the product, ALL FUNDS through her credit card dispute, and requesting us to pay return freight for product that SHE HAS NOT PAID FOR.  

  We request the BBB closes this case as we pursue a legal remedy in this matter.

  Customer response

  04/23/2022

   I am rejecting this response because:
  
  

  It is not unreasonable for a customer to expect to get what they paid for. Secard Pools said I circumvented the policy. I did not circumvent the policy. I repeatedly called and emailed the manager over several months and he was unresponsive and did not fix the issue. They also said I have the product. As I previously stated, I do not have all the parts for a functioning pool. In my last email I included a quote from the manager in which he stated they needed to send all new fittings. He never did and I was not able to get a response from the company after that.

  I did pay for the product and only filed a dispute with my credit card company after giving Secard Pools far more time than any reasonable company would need to fix the situation.

  Secard Pools is not taking responsibility for the fact that they did not provide the correct parts for a functioning pool. They had many opportunities to correct the issues from the time I ordered the pool in August 2021 to the time I reported the issue to the Better Business Bureau in January 2022. Secard Pools keeps trying to pass the blame when they are fully responsible for my credit card company taking the money back due to their unresponsiveness and failure to deliver the correct parts.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We noticed a large tear in the lining in July, 2021. We immediately patched it and called Secard. Everyday there was another tear, most of them smaller in size, but very concerning. We kept patching them until ***** came out. He told us it was not under warranty and that it would be 4 months to get a new liner and yes, it was 4 times ($4768) as much as we were told ($1275) when we purchased the pool. Only twice as much as the second liner that we had to purchase ($2600) before its time 4 years prior. We brainstormed with ***** a lot about what could we do and we spoke about a skirt and he said they just don’t do them anymore. We ended up making one ourselves and It is terrible. We want to make one form the same fabric of the pool liner. Today, December 20, 2021 we learn from the construction crew that they still install them. I called ***** and got no reply. We sent the letter below to Pegasus and got no reply as well. Pegasus August 14, 2021 We purchased an Islander pool from Secard Pools in 2012 when we moved into our new house. We were extremely excited about the Vinyl pool and its affordability. We spent a fair amount of money getting the property prepared for the pool and then the cost of the pool was on top of that. We inquired about the maintenance and talked about pool filters and pumps and the Liner. We were told that the liner had a 20-year warranty against manufacturer's defects and that they typically lasted 10 years. At that time the liner itself was quoted to us to cost about $1275 so we put that into our budget for 10 years out. 4 years later in 2016, the liner began to tear in the corners, above the water line. We got a replacement for $2600 and made what we thought was a good preventative measure by installing corner shields to offset the sun’s damaging rays. Now, again 4 years after in 2021 the liner is tearing above the water line all across the 24-foot side that is exposed to the afternoon sun. This time the liner cost to replace

  Business response

  01/10/2022

  This customer has recently concluded a liner replacement contract.  The price has gone up over the years, especially over the past two with freight soaring and international supply chains disrupted as every other industry in the country.  We have concluded the written contract as what was sold at point of sale.  

  
  

  If this customer would like to purchase the material, it can be purchased, but it cannot be given at no cost.  The customer simply needs to reach out to us to order it as a BBB complaint is not a sufficient way to purchase.

  
  

  The damage that is described is normally a result of maintenance.  This was not a warranty purchase and the customer entered into a contract on August 1, 2021 knowing that this was a new purchase and agreement.

  Customer response

  01/11/2022

   I am rejecting this response because:

  The fact that the company representative told us that the skirt material is no longer available and then come to find out on the day of the install it IS still available. What else did he lie about? The warranty coverage perhaps? These liners are used outdoors in the sun, they are sold with that promise they will perform for 10 years and backed by a warranty to that effect. We have had to purchase 3 liners in 10 years.  
  
  
  

*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. ↩