Complaints

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:01/16/2025

  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.

  I am writing to formally express my dissatisfaction with the ongoing issues related to the construction of my pool and the lack of resolution despite my repeated attempts to address these concerns over the past year.Since the completion of my pool two years ago, I have experienced significant structural problems, including:A crack in the retaining wall that has progressively worsened.The retaining wall beginning to fall.Sinking pavers around the pool area.I initially reached out over a year ago to report these issues, which appear to be the result of construction defects. However, I have consistently been given the runaround with no clear resolution or timeline provided, despite numerous follow-ups. This prolonged delay and lack of accountability are unacceptable, especially given the severity of the structural concerns.I am requesting a formal update on how this situation will be resolved, including a timeline for repairs and confirmation that the structural defects will be fully addressed. If I do not receive a satisfactory response within [10 business days], I will have no choice but to explore further actions to protect my property and investment.I hope we can reach a resolution without the need for escalation. Please feel free to contact me directly

  

  Business Response

  Date: 01/17/2025

  Thank you for your recent communication regarding your concerns with your pool. I truly understand your frustration and appreciate your patience as we work through these matters that were originally reported to Natural Springs in August of 2024.
  
  I want to assure you that we take your concerns seriously. Our superintendents and a third party foundation company (*******************) have conducted multiple inspections, concluding that the issues you are experiencing are due to yard settling rather than any failures related to the pool's construction. Most recently, an engineer inspected the site in mid-December, and we are currently awaiting their formal report.
  
  Once we receive the engineer's report, we will carefully review their findings and recommendations. We will ensure to provide you with a detailed update, including any necessary steps to address the situation.
  
  I understand that waiting for resolution can be incredibly frustrating, and I appreciate your willingness to work with us during this time. Please know that we are committed to finding a satisfactory resolution for you.
  
  Thank you for your understanding, and I will be in touch as soon as we have further information from the engineer.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22817626
  
  I am rejecting this response because:

  Thank you for responding so quickly regarding my concerns with the condition of my pool and surrounding areas. While I appreciate the acknowledgment of my frustrations and the inspections conducted thus far, I must respectfully disagree with the conclusion that yard settling is the cause of the issues I am experiencing.
  
  The problems I have reported, including the large crack and sinking pavers, are a direct result of faulty construction, not natural yard settling. Your company was responsible for grading my lot to the necessary height and constructing the retaining wall specifically to prevent these very issues. The pavers began sinking within the first few weeks of installation, which I immediately reported to ****. At that time, he assured me someone would be sent to address the issue, yet no follow-up occurred. Additionally, communication from ***** has been inconsistent, and despite numerous phone calls and texts since 2023, the matter remains unresolved.
  
  The structural concerns I have raised go beyond cosmetic damage. This is a safety issue, as the crack has significantly worsened, with noticeable enlargement as of August 2024. I trust that the engineers report will be thoroughly reviewed and considered; however, it is essential to reiterate that the original work was intended to prevent such problems, indicating a failure in the initial construction rather than yard settling.
  
  I ask that you take this matter seriously and prioritize a resolution, as the safety and integrity of my property are at risk. I expect a clear plan of action once the engineers report is received and a commitment to rectifying the situation in a timely manner.
  
  Thank you
  
  Sincerely,
  ***** *******

  

  Business Response

  Date: 01/27/2025

  We sent you the engineer report on 1-24 via email...
  
  Thank you for your detailed response and for your patience as we work to address your concerns regarding the condition of your pool and surrounding areas. We genuinely appreciate your feedback and understand the frustration you've experienced.
  I understand your disagreement with our assessment regarding the issues youve reported, particularly the large crack and sinking pavers. We have carefully reviewed the engineer's report received on January 24, which concluded that the crack presented is a cold joint between the pool beam and footer and that soil settling is a significant factor in the challenges you're facing. While I appreciate your perspective, I hope you can understand that these findings guide our next steps. Additionally, per your pool contract, Natural Springs is not responsible for any ground settlement that may occur.
  To further investigate, we have contacted Test Lab to conduct soil density tests at the expense of Natural Springs. This will provide us with additional information and clarity regarding the conditions affecting your property, and we will share those results with you as soon as they are available to us.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22817626
  
  I am rejecting this response because:

  As the customer, I engaged your company under the reasonable expectation that, as a licensed contractor, you possessed the requisite technical competence to assess and address soil conditions before proceeding with the installation of my pool. It was my understanding that any necessary measures to ensure the structural integrity of the soils would be taken prior to construction, allowing the pool to function properly and as designed. At no point was I informed that the existing soil conditions may be inadequate to support the weight of the water upon completion.
  
  
  It is standard practice among reputable pool contractors to conduct soil testing before installing an inground pool. This evaluation determines the suitability of the site for construction and identifies the appropriate excavation and stabilization methods based on soil composition, including factors such as ***** gravel, sand, and organic matter content. The absence of such testing in my case raises significant concerns regarding the diligence exercised during the planning and construction phases.
  
  
  I was not made aware that additional measures or costs may have been necessary to prevent potential structural defects. Instead, I was led to believe that the pool would be constructed in accordance with industry standards, without undue risk. Including a contractual clause stating that your company is not liable for structural failure after the pool is filled with waterdespite knowingly omitting a critical soil assessmentdemonstrates not only a lack of transparency but also a potential pattern of shifting liability onto customers.
  
  
  The fact that no soil test was conducted prior to construction strongly suggests that due diligence was not performed, resulting in a foreseeable construction defect. Given these circumstances, I am now led to question whether this issue is isolated or if similar failures have occurred under your companys oversight. The failure to conduct a proper soil evaluation has directly contributed to the structural failure of my pool, which, in turn, reflects a fundamental lapse in professional responsibility and adherence to industry best practices.

  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/06/2025

  Thank you for your response. We appreciate your concerns and the opportunity to clarify our position regarding the issues with your pool deck.
  First, we want to emphasize that soil testing is not a standard practice, nor is it required by Pasco County or outlined in the Florida building code. While we understand your perspective, it is ultimately the homeowner's responsibility to initiate soil testing if they believe it necessary. We requested ground soil testing as another tool to possibly shed light on why your ground may have shifted.
  Our company built your pool in compliance with all relevant codes and industry standards, and we passed all required inspections. The assessment we conducted, along with the engineers report, indicates that the sinking deck is due to natural ground settling, which can happen and is outside the pool builder's control.
  We have made every effort to assist you in finding the root cause of the issue. To that end, we offered a fair solution: we would cover the cost of the deck repair, provided you cover the cost of ground stabilization.This demonstrates our commitment to resolving your concerns. However, you previously declined this resolution.
  A site meeting has been agreed upon with ****** our construction manager and yourself on Friday February 7th for further discussions. 

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This has been ongoing since 2021. Our Paramount Ozone 3 quit working. We called the warranty department, they said that the parts were not available due to Covid causing shortages and that there was nothing they could do at that time. We understood. We called several times for months to where they eventually told us to call them directly, I guess to show that the parts still weren't available. They then stated that they would get back to us once it was available. Of course, they never got back to us. Time pasted. Frustrated and annoyed that they couldn't follow through with the warranty, we found that the ozone light was $150. This was purchased and the electrical contractors that were part of the installation of the pool, then hooked the part of the system back up and tested it after the bulb was replaced and still did not work properly. They said that the Ozone system was back and had to be replaced. So, now we paid for the light and the electrical contractor to come back out to find that this was not the remedy. Since we have been back in contact with Natural Springs Pools (3rd person answering warranty claims since this started) to find the same runaround and lack of proper response. They finally sent someone out with only 3 days left of the service agreement (having to call back to get them out). Their tech apparently was misinformed of what the problem actually was, left with saying anything and had no intention of returning. We had to call yet again (2 days later) to figure out what was going on. They called the tech that came out and talked to ****** to discuss. Still no word, now 3 days beyond their service agreement time frame (30 business days of when the new invoice was created). So here we sit with the constant back and forth with nothing being done. This appears to be their normal operating procedure according to what I have been reading online. A shame, the made a nice product.

  

  Business Response

  Date: 07/02/2024

  We are very sorry for the extended warranty claim. While it is our goal for 30 business day turnaround timeframe, on the rare occasion, it may take longer especially when it involves ordering new equipment and several diagnosis attempts.
  Homeowner called in on 5/9/2024 regarding an issue with his UV/Ozone system and interior that we had installed during the construction of his pool in 2019.
  Since he was over his 1 year warranty for the interior with NSP, homeowner was advised to contact Wet Edge Warranty claim guide as well as spoke to the reps at ******** about having his pool evaluated. (closed item)
  ******************* had stated he has had continuous issues with the UV/Ozone System since the pool has been completed and that it is currently bypassed, he stated that his pool was completed during COVID times and that the system in place could not be completed because of some parts at the time that were back ordered. Our warranty department spoke with ****** regarding the issue and assigned a work order to ***** to have him take a look at it since it seemed that there could be an issue from when the pool was completed. ***** went out 6/17 (28 business days after claim was received) to trouble shoot the system, he was not exactly sure what was going on because the unit did have power and appeared to be working. After ***** spoke with ****** it was determined that ****** needed to return to the home and further evaluate the system since it could be a bad ballast or light bulb. Unfortunately, since he was there at the end of the day warranty did not get a proper update to the homeowner until the next day(6/18), in which he was upset that ***** left without talking to him. 6/19 The homeowner sent additional information regarding the issues on his UV/Ozone System, warranty replied that they were waiting for ****** to get back with them on a game plan.Thursday went by and no correspondence and then Friday late afternoon after warranty left for the day. The customer emailed that he was upset that ***** had left and had no intentions of coming back and that the work order wasnt completed in exactly 30 days, warranty did not answer since it was after hours on the weekend. Monday warranty answered his email apologizing letting him know ****** was working on getting him in the schedule this week, and emailed him an hour or so later with ****** phone number for possible troubleshooting and scheduling. (all before we knew about the BBB complaint, we received complaint on 6/24) ****** went to customers home 6/25 to check the unit and found out the ballast is bad which means the whole unit needs to be replaced. He is working on getting a replacement through *******.
  We have had a total of 16 email exchanges since 6/14.
  
  In conclusion, we were under the impression this could possibly be an issue that started when the equipment was installed due to COVID shortages at the time.***** went out there and could not see an issue with the installation of the unit in which he referred back to ******. ****** needed to go check the unit as there could be a bas ballast or bulb which you have to take the unit apart to troubleshoot and ***** was not capable of that. ****** returned the following week (6/25) to find out that the ballast is bad in the system and the whole unit needs to be replaced. Even though this is not covered under warranty,****** is still working on getting it replaced at no cost to the homeowner.****** is in contact with the ******* rep about the situation to see if we are able to pick up a unit or have one sent to us. Homeowner updated 6/26.
  Again, we apologize for any inconvenience.

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.They came out today and replaced the unit needed. We are pleased with the outcome and thank them for taking care of this matter. ******* was a pleasure to work with and was very responsive with communicating with us. We want to thank her and ****** for getting this completed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/14/2023

  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.

  October 2021 we contracted with Natural Springs Pools for $80k to build our dream pool. Natural Springs broke ground in February 2022 and we FINALLY had a pool completed a year later. It has been a year of H*** with this company constantly chasing after them for status updates and details. Never any communication!!! March 15, 2023 I reached out to the warranty department via email due to our waterfall not working properly, followed up on March 21st since I never received a response. ************************* with Natural Springs responded on March 23rd that she would have ****** come out and take a look. ****** assessed the waterfall and expressed that he's never seen this type of issue and he would send another guy named ****** out to look at it. March 30th I reached out to the warranty email box again and advised ******* that we haven't heard or seen ****** yet. I received a reply from ******* April 3rd stating that she needed to get with ****** and see what he has scheduled for the week. Well here we are April 13th and I have yet to hear a word and I'm SICK and TIRED of continuously chasing after this company. They need to stand by their warranty and repair our waterfall!

  

  Business Response

  Date: 04/21/2023

  Good morning. 2020-2022 were most certainly difficult years for our industry and the world and our build times were definitely extended and not the norm. "Never any communication" is certainly not true, but we are sorry that we fell short of your expectations. In your *********** book, it does state that Natural Springs has 30 business days to resolve any new warranty claims. ******* was out of the office for several days which lead to the delayed response to your email as she worked through her missed email in the order they were received. We placed your work order on schedule, so there was no need to chase ** down. Again, we apologize for not meeting your communication expectations.  Your work order was completed on **** where we found your decorative water feature on your pool completely clogged with oak tree debris. We replaced the decorative water feature and it is working properly now. This was done within the quoted 30 business day timeframe in the pool school book. We will take your feedback to work better.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19931056
  
  I am rejecting this response because: Mosaic tiles were broken in the process of repairing the waterfall. Once this is repaired we can revisit accepting a response. As for ************ Book", unfortunately we never received one so we would have no knowledge of a 30 day warranty repair window. It would be nice to have one going forward! 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/01/2023

  Your cracked tile should be repaired this week. The tiles had to be ordered and we had to located your grout color as our normal distributor does not carry your color anymore. You should have received your pool school book at the time of your pool school instructions, as this is when every customer receives them. We would be more than happy to get you a copy of this document.

• Initial Complaint

  Date:02/28/2023

  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 were contracted to build our pool as a part of a relationship our builder has with Natural Springs Pools. We started our conversations in August 2020. We selected a White ****** pool paver in February of 2021 and signed off on the final agreement March 25, 2021 with the selection. On September 9, 2021 I received an email from Natural Springs Pools informing me that our pavers were unavailable and they offered me two other options that they offered as an upgrade. They offered me a white marble and an artificial plastic option, both awful and not near what I had selected and paid for an upgrade for. I was forced to select from these two options and expressed my concern and dismay in emails questioning the material and the staining even on the sample. I had asked for instructions on how to clean it as the sample itself was stained and unclean able. Once installed, I had expressed to every representative from Natural Springs that the pool pavers were not acceptable especially because they have to be pressure washed weekly in order to be cleaned. We have spoken to them regarding the pool paver for almost one year now and have asked them to provide a reasonable resolution. If you walk on the stone foot prints and stains imprint on it. It is not a product that Natural Springs sells customarily and is not on their showroom floor so I feel like I was taken advantage of by being forced to select a product last minute. I have tried to address this with every level person at their company, but they have since fired everyone in the warranty ***** I have left messages for the owner and supervisor with no response. I understand they are a small business and it is expensive to fix but I am a paying customer that has already paid a great deal of money for a product I never ordered. Everyone in the sequence of building a pool got paid and I was left with the product that no one wants. I am trying to resolve this matter by having Natural Springs replace the pavers around my pool.

  

  Business Response

  Date: 03/09/2023

  The customer was advised on September ************* unfortunately her original deck material of White ****** (level 2 upgrade)was stuck in transit in ******. (This was during all the shipping delays during COVID).

  
  In the email stated from Natural Springs..We asked the customer if she would like to wait for the material. We advised her that our stone rep was calling around to see if any other stone lots had white ****** available. Unfortunately there was no anemone available anywhere. We removed the White ****** from the showroom immediately as it was not an available option.

  
  In the event that she did not want to wait we had a representative from Natural Springs bring 2 samples to her home to look at. They were Speckled Summit and Sherpa Sand. These were both man made products. They however NOT PLASTIC as the customer is stating. They are a mixture of Stone, concrete and travertine and they are very durable. The customer inquired about the cleaning of that material, in which our representative was verifying with the manufacturer but did advise the customer this material was way more densethan her original selection.

  
  The customer was IN NO WAY forced to pick something. She was offered many more than 2 options. We have a months worth of emails, sending her photos and links to many different products that were available. The customer did not like any of the available options through the links stating they were to tan and wanted to keep something white like we originally picked.

  
  The customer came into the office on  Sunday, October 10th to look at the MANY deck material options. In our showroom, she chose Snow White *********** Marble (level 3 upgrade). Our sample in the showroom is NOT stained. Our representative sprayed the sample with plain water from a squirt bottle we keep by the deck material to show the customer the wet look the pavers get once sealed.

  
  We got the ok from the owner that we would NOT charge her any extra money for the Snow White *********** Marble.
  She received an upgraded deck from the level 2 original choice at no extra charge.
  

  The customer wanted a white deck. To be honest, no matter what color or material the customer chose as her deck, her deck would need constant maintenance with cleaning etc because she has a huge oak tree above her pool (she does not have a screen enclosure) and children. Materials that fall from the oak tree are very high in tannin and this stains any deck color or material. Unfortunately, it appears that she has MANY oil type stain on her deck (specifically on her lanai) caused by food or oil type substance. Again,Any material/color will stain with oil marks if not cleaned immediately.
  
  Directly after the pool was completed, we pressure washed her deck and it was beautiful.
  The customer advised us that she had a pressure washing company come out and they told her the material was bad and they wouldnt seal it.
  
  **We have had a half dozen customers with the same Snow White *********** deck that dont seem to have these issues.
  
  Natural Springs a sent a representative to clean her deck once again in good faith. And again, her deck was beautifully cleaned. We recommended to have them sealed.
  On February 8th, we received an email from the husband that they were willing to live with these pavers provided that Natural Springs can pay to have that done for them.
  We were, and still are offering to clean and seal her pavers for her at no charge.
  
  She indeed DID speak with **** who is our Operations Manager and asked for her deck to be replaced. Our operations manager advised her that we would not replace her deck. She advised on the phone call with our manager,that she is going to post on all social media and in her South ***** Moms groups.
  
  We have since gone to her home to look at her pool project again (March 2nd) and advised her that we would take care of a couple items (not related to her deck sealing) that she was not happy with. Her deck AGAIN, especially on the lanai has many new oil type stains (mostly likely from spilled foods from children) and staining from the above oak tree.
  
  However, as we stated in the email, once the deck is sealed the pavers will be easier to clean as the debris and liquids will not be able to set into the stone. Once the deck is sealed, you will need to keep up with the deck cleaning in order for it to be completely clean all the time. This goes for ALL decks regardless of the material.
  
  Our offer still stands to pressure wash and seal her deck (one time).We will not be replacing her deck.
  
  
  

  
  

• Initial Complaint

  Date:06/06/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 used this company to build our pool. In December we informed the company of a crack and leak in our pool that was not handled until February 10, 2022. When they came to fix this and do a patch they still hadn't fixed correctly. The pool interior has a noticeable defect and as a result has made my one year old pool depreciate in value. The warranty of the interior of the pool is due to expire 8/20/22 and I want the company to fix this or reimburse me for the pool interior. An email sent by Janice Drake, warranty coordinator at Natural Springs Pool said in an email on April 18th, 2022 "the pool will NEVER look like the same again" and that was the last communication. They have come several times to do an acid wash and sand it down and it still does not look good. I would like them to get the interior done correctly and before the warranty expires.

  

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/17) */ We are sorry for the harsh emails from Janice that left you under the impression that we would not come back.Janice is no longer with the company. Jamie has been in contact with you multiple times. We have provided you with the attached letter and the wording in the letter is as follows.... "The following information contained in this letter is to provide the *******'s with recourse on the shell and interior repairs completed on the pool at the home built by Natural Springs Pools. The shell of the pool cracked and Natural Springs contacted Elite Gunite which repaired the shell. Florida pool Finishers followed up to make the repair to the interior. Mrs. ******* expressed she was not pleased with the appearance of the patch. I have worked with Florida Pool Finishers to try to better the appearance of the patch. The patch was then polished by Florida Pool Finishers and still not accepted by customer. Mrs. ******* was asked to wait for 60 days and see if the patch would blend being under the chemicalized water. The patch has not changed and is still not acceptable after 60 days. My discussion with Florida Pool Finishers are as follows. This patch is as good as its going to get. I have informed Mr. ******* I will attempt the patch myself later this summer. It is of course under warranty and is to be corrected within Industry Standards. The date of the re patch will be determined by me as to ensure proper materials and time needed for repairs. Mrs. ******* has been very patient and merely needed this letter for peace of mind and insurance that she will be satisfied with he pool once the repairs are to her satisfaction Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The letter does not reference the conversation I had with Jamie Norris that if there attempt to fix the patch still does not correct the issue that they would have the pool finish redone again. The pool warranty expires as of 8/20/22. My concern is that after that I will have to keep what ever patch fix is there. I sent an email to Kristina Eaton the Warranty Coordinator on 6/15/22 explaining this, and as of today I have received zero response, I also attempted to call Jamie Norris Head Of Warranty on 6/21/22 and again 6/24/22 and have not received a return call. I just want the reassurance in writing that they will comply with fixing it or redoing the pool finish if needed after warranty expires on 8/20/22 and that was not clearly communicated in the letter. Business Response /* (4000, 9, 2022/06/29) */ We apologize with the bit of phone tag with Jamie. He did advise us that you two had a lengthy call a few nights ago. We have amended the letter to address the dates of the warranty. We have attached the updated letter for you. Consumer Response /* (2000, 11, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) What are the industry standards? This needs to be properly clarified.