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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted with them to build my pool. Details in the attachment. I want all new pool equipment as it was all destroyed in the hurricane.
Business response
02/13/2023
This response was taken verbally by BBB:
The pool equipment was not damaged, it was just blown off the pad. The equipment was placed back on the pad and we re-plumbed it for free. The pool was finished on Saturday and the equipment was turned on and is working. At this time, we are just awaiting final payment.
Initial Complaint
01/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Penguin Pools was paid in full for the excavation/electrical work to prepare for a swim spa, lanai screen and patio pavers. Prior to the end of the one year warranty expiration, I contacted the company to schedule warranty services. After numerous attempts (via email, phone and in person) Penguin has neglected to fulfill to the warranty services. In an attempt to get local mediation assistance on 10-25-21, I contacted the ********** Citizen Dispute Settlement Program to advocate on my behalf. They contacted Penguin Pool and on 12-22-21, the company did call me directly asking when would be a good time to schedule. I clearly stated anytime would be good. To date, Penguin Pools has not scheduled the work nor will return my calls. Finally, I am reaching out to BBB for help in this matter. The company has acknowledged that the following warranty repairs are outstanding:1) Several pavers need to be releveled (this is a major safety issue)2) Door hinges need to be replaced 3) A few holes are in the ceiling of the cage screen Thank you in advance for your time and assistance.Business response
02/25/2022
This response was taken verbally by BBB:
We understand that our paver company went out and corrected some issues, however they customer is not happy with the level between the pavers and the deck as well as issue with the screen enclosure. We are currently short staffed due to illness, but we have every intention to set an appointment with the customer to have our ownership and tech go out and determine who we need to engage to bring a final solution for our valued customer. We hope to contact the customer today to schedule an appointment that works with all of our schedules.Customer response
03/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
As of March 3, 2022, Peniugn Pools has not contacted me to schedule the additional repairs. I prefer to keep this case open until final resolution.Customer response
07/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
As of July 13th, I have not heard from the business Penguin Pools. Please keep this case open until the work is completed.Business response
07/13/2022
This response was taken verbally by BBB:
We will be contacting a general contractor who previously worked for our company and is familiar with the project and we will commit to schedule an appointment to have them out to the customer's home to inspect and determine the best step forward within the next month.Customer response
09/21/2022
Complaint: 17904256
I am rejecting this response because:The company has repeatedly promised to resolve the compliant, to date they have not come to review the damages or schedule completion of the outstanding repairs.
Please keep this case open until the work is completed.
Sincerely,
*************************
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