Complaints

This profile includes complaints for Atlas Pools of Central Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlas Pools of Central Florida, Inc.

  310 W Mitchell Hammock Rd Ste 400 Oviedo, FL 32765-4922

• 

  Atlas Pools of Central Florida, Inc.

  310 W Mitchell Hammock #400 Oviedo, FL 32765-4922

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:12/03/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a contract February 2023 for a pool with Atlas Pools of Central Florida. Construction started August 31, 2023. Pool cage up in November 2023. April 4, 2024 filling with water. They have not completed the work. We actually still would have had our permit box up had it not blown away in the hurricane. The pool IS up and running but they contracted to fix work during out warranty period which is 1 year from the date of chlorination which was in April 2024. We have coping missing, grout crumbling off and pavers not complete with grout. I have texts going as far back as July of us complaining they aren't returning calls or attempts to reach them. They would say they would make it out then never come. The owner admitted in texts the job was not done right and would never forget about us and would come back to finish it. This was back in July and then August. They have since stopped returning any texts or calls. I wrote them last week in a group text to ask for updates. no response. So, the other day I group texted one more time to say I assumed they had no interest in completing our contract terms to finish their job and if I didn't hear back I would file complaints. No response. Then, I get a letter from the city saying that our permit is out of time to get the job completed. What do I do? Thank you so much. We have remained calm and understanding with their excuses but we are out of options and feel really let down.

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 contracted Atlas to build our pool in 2021. The contracting process was filled with issues largely related to their subcontractors not showing up and performing subpar work. Upon completion of the pool, both atlas and us signed off on a punch list of items to be addressed. Atlas never completed the punch list in its entirety, and seemingly picked and chose which items they wanted to address. We followed up for over a year and they argued with us every step of the way and eventually stopped responding. During that timeframe we experienced an equipment issue that caused massive staining on the surface of the pool-Both are Items covered under our warranties. Atlas took no responsibility and refused to uphold the warranty, instead pointing fingers at the equipment manufacturer, who continued to say this was an Atlas issue. Fast forward to this year, and we discovered three massive leaks in our pool. According to a third party expert we hired, this type of issue is common in 10+ year old pools- not barely-3 year old pools. They discovered duct tape underneath the drains where the leaks occurred, pointing to a workmanship issue and likely other cutting corner violations. We have reached out repeatedly to atlas regarding this latest issue and they continue to ignore us and push us off. So far we are out over $5k with another $5k in needed repairs resulting from the aforementioned equipment and staining issue. Throughout this entire time we have had professional pool services who have maintained our pool to the proper PH levels, cleaned it, and witnessed firsthand the deterioration of the $70K+ pool. We are in discussions with a lawyer.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Atlas pools for new pool construction. It has now been over 1 year since ground breaking. They did shoddy work on the screen enclosure around the fountain. Areas of the plaster that are not smooth and others that are not filled in properly. The scupper bowls still have cardboard shims under them and have not been finished. They damaged two areas of stucco and have not repaired them. There are two glass tiles on the hot tub that are cracked and need to be replaced. They are withholding remote control access for the pool controls until we make final payment. We are withholding final payment until repairs/finish is done. They also loaded a pile of dirt against the neighbor's fence and caused permanent bowing of those fence sections. There have been hundreds of text messages and multiple supervisors and they can not jet the job done.

• Initial Complaint

  Date:02/27/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  As part of a new custom home build a pool contract was executed on 3/26/2021 all covered under a Construction Loan which typically allow for a 12-month construction period and then the loan converts to a permanent home loan at construction completion. On 11/1/2021 the pool permitting process was initiated and per the Atlas POC work was anticipated to commence in January. On 1/27/2022 Atlas requested (and I provided) identification of the locations of Well, Propane Tank and Septic Drain Field on the property; however it wasnt until the week of 4/9/2022 that pool construction was initiated with the pool dig and concrete shell being completed on 4/12/2022. On 7/15/2022 my home builder provided me the Certificate of Occupancy and I moved into residence on 8/1/2022. Since April 2022 I have had to continuously pressure Atlas to make progress on the pool so the loan could convert and I could wrap up the build. Finally 10/13/2023 (1-1/2 years later) water is added to the pool. *********** and final deck painting was performed in November. Finally after numerous calls, text messages and e-mails, on 1/27/2024 I requested Atlas (for the 2nd time) to either finish the job or issue a change order on the contract removing all remaining uncompleted work and call it done. This Change Order would enable the bank to obtain Atlas contractor final affidavit, order a pool final inspection and the ability to finally convert the construction loan. I have attempted to get Atlas to just finish up and have been more than reasonable and flexible. I want Atlas to either finish the uncompleted items or Issue a change order to the pool contract reducing the contract price by $8,380 based on removing the uncompleted installation of solar and autofill items,Issue a refund to me for the over-payment of $5,521.32 Provide a Contractor Final Payment Affidavit duly signed and notarized Provide an Inspection Sign-off card/notification from the permit office

  Business Response

  Date: 03/27/2024

  We understand the issue and we are currently seeking a resolution. 3/27/24

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21352335
  
  I am rejecting this response because: We are approaching 3 years now on trying to get this pool and solar complete.  I no longer trust Atlas to do what they say.  The only way I would now be satisfied would be for them to issue a formal change order to the contract removing the solar and para-level items and reducing the overall contract value by $8,380.00 and refunding me the over-payment amount of $5,521.32.  Short of that I will be pursing legal action against Atlas for damages.  

  I think giving them 6 months to get solar installed was more than reasonable and flexible on my part, especially in light I know my neighbor just got solar installation bid and installed in less than 30 days.    Atlas is just continuing to attempt to string me along and I am no longer willing to accept their excuses.  Complaint has already been filed with the ****.  Very disappointed in Atlas' lack of integrity to do what they say even after being so flexible for the last 18 months.   Shameful. 

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

• Initial Complaint

  Date:01/28/2024

  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 have contracted Atlas Pool of Central Florida to build our pool in 2022. The pool was completed and fired up in April 2023 and it has 3 years warranties. Some punch list items were identified along with some warranty issues and to this day, those have not been finalized. Getting anybody to come and fix the issues is a nightmare, they are slow to respond, and they miss set appointments. Meanwhile, almost a year has passed on my warranty and still, the issues are not resolved. In addition, Atlas Pool still has not satisfied the requirement to pass the county inspection and because their sign was in front of my property for an extended amount of time, I was fined by the *** $100. To this day, almost a year has passed and I have no updates on the inspection being finalized

  Business Response

  Date: 02/13/2024

  We have reached out to the client today and are working with Them to resolve any outstanding issues.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Atlas Pools has ignored multiple requests to open a warranty claim for issues with my pool plaster. The attempt to open a warranty claim was initiated in August 2023 (see email chain file) with issues communicated to the company on a punch list in February 2023 (see punchlist file). We are still experiencing significant pebble loss and cloudy water due to problems with the plaster installation. At this point the pool needs to be resurfaced - I am seeking $10,725 to do the job correctly (see proposal file)

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 decided to sign a contract with Atlas Pools of Central Florida on December 28, 2020 given the many years of operations it had and because they sold us on their outstanding service and lifetime warranty. Atlas mentioned that they would do our pool in 4-6 weeks, they broke ground on April 30, 20221, pavers were done in August 2021, and water went in October 14, 2021. Definitely more than 4-6 weeks, the project manager (Martin W******) would constantly say that something would get done at a certain day and very rarely it actually happen. September 2021, I met with Martin W****** to show him all the items Atlas had not finalized, he even agreed to order the pavers that had to be changed. We have sent so many emails, texts, called and left messages, spoke with their warranty people (which by the way were changing all the time) and a few things were taken care of, but never the pavers. The pavers company, the installers and Atlas came over to our house a couple of times and saw everything, again nothing done. The pavers company sent Atlas some pavers to be replaced and they never got to my house. Now they are telling me that it is out of warranty and can't do anything about it. I've sent emails saying the fact that they didn't do the things on time is not my fault so they should pay me to hire someone else to finish everything. They've ignored that as well. The finance company pushed me to allow them to pay saying the pool is considered done when water is in the pool. I told them I was not in agreement with that because there were many things unfinished. So the company had all the money and didn't finish my pool. No one should be going through all this trouble, I know a lot of other people in my community that the same thing (delays and not wanting to respond) has been done. A company like this should not have business of saying their service is outstanding because of their 40+ years of experience. I do not recommend anyone to do a pool with this company.

  Business Response

  Date: 11/27/2023

  Good Morning,
       We will look into this issue & reach out to you directly. We apologize for the delay in The building process at the time you signed your contract We had no idea that timelines were going to be dramatically expanded due to Covid supply chain issues as well as labor issues. We also apologize for the delay in. repairing your deck, but hope you’ve have been otherwise enjoying your beautiful pool. 
       Someone will be in contact with you soon
  Thank you 

   

  Customer Answer

  Date: 12/07/2023

  Good day! 

  I apologize for not having responded before.  Atlas Pools mentioned they would reach out and they haven't.  It is the same thing they have done to many other clients, they say they will respond and they don't.  

  Just want to make sure this is acknowledge somewhere so other people don't fall in the same trap they are in.

  Thanks, 

  ******

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20845360
  
  I am rejecting this response because:

   

  Consumer

  Most Recent Message

  Date Sent: 12/7/2023 4:59:04 PM
  

  Good day! 

  I apologize for not having responded before.  Atlas Pools mentioned they would reach out and they haven't.  It is the same thing they have done to many other clients, they say they will respond and they don't.  

  Just want to make sure this is acknowledge somewhere so other people don't fall in the same trap they are in.

  Thanks, 

  ******

  
  
  

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Atlas pools refuses to stand by their work and fix the autofill that was incorrectly installed during the construction of the pool. During the construction phase, the autofill was sticking out of the pool deck creating a tripping hazard. We were told that it was the wrong part and will get the part after the pool was finished.. The autofill issue was documented on the punch list about a year ago. We continued to contact Atlas a large number of times to get the autofill fixed but keep on getting the run around. Lasted was back early this year probably around March, the warranty supervisor contacted me and said that he was going to fix the issues. I sent pictures of the autofill and the video of all of the overspray on the tiles and lack of chaulking. I kept following up without any resolution. The project manager actually stopped by the house in late June and said he put that in back in January and still not done. He now told me that the issue was that they have to now pull up the tiles and re-plumb that area because it wasn’t done correctly. He said that they were going to try to get it down before the 4th of July but still hasn’t been done. I have contacted the warranty supervisor several more times and only was told that their contractors are too busy for an issue that has been present for over a year. I have tried to even speak to the Vice president of construction 3 times and he hasn’t contact me back either. I am looking for Atlas to live up to their word and warranty and finish the job.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In 2017 I paid Atlas Pools to install an inground pool. I was advised by the sale rep Fred that If I choose a Mini Pebbles finish (which I pain extra for) it will come with a lifetime warranty, meaning anything goes wrong with the finish Atlas Pools will fix it for free. Within a few month after the installation, I contacted Atlas pools about the surface of the pool being too rough and it damaging the skin under the feet of anyone who swims in it. They kept telling me it needs time to cure. It has been 6 years now and I still have the same problem. I contacted Atlas Pools this week regarding the issue and spoke to Heather who is telling me that they warranty on the pool finish is expired. I informed her I have a lifetime warranty, she responded its a limited warranty. According to Fred, the finish had a lifetime warrant and anything that goes wrong the company will fix it. Heather insist I don't that I do not have a lifetime warranty and refuse to have Atlas Pool remedy the issue. Her only option to my is to have someone come give me a quote to fix it myself. This is unacceptable and being deceived by Atlas Pools with whom I chose to trust with my $39,000.00 investment. I install the pool for my kids to enjoy and they can't because of this issue. I paid extra for that finish because I was told it came with a lifetime warranty, and now Atlas Pools is not upholding that agreement.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Pool currently under warranty with Atlas Pools of Central Florida. First filed warranty claim in October of 2022. Have probably called Atlas itself, and their pool servicing company 30+ times since then to get a resolution. Either no one calls me back, or I'm assured "the ticket is on the schedule for this week", then no one shows to perform the repairs and the cycle repeats (it's been 8 months). Sunshelf bubbler light needs replaced (part under warranty when warranty request filed), conduit by pool equipment leaking water (lifetime plumbing warranty), and pool finish has numerous areas where the finish is receding. Merely asking that Atlas honor their contracts without us having to obtain legal representation.

  Business Response

  Date: 07/12/2023

  Dear Mr. ****,
  
  We would like to express our sincere appreciation for bringing your concerns to our attention through your review. Please rest assured that we are actively addressing the issues you raised, and your feedback is of utmost importance to us at Atlas Pools.
  
  We understand the importance of ensuring your full confidence in our team, and we are committed to addressing the remaining items to your satisfaction. Our dedicated team is working diligently to resolve the concerns you have expressed, and we appreciate your patience as we navigate through this process.
  
  If there is anything specific you would like to discuss or if you have any additional details you would like to share, please don't hesitate to reach out to us. We value your perspective and are here to listen and find the best possible solutions.
  
  Once again, we genuinely appreciate your feedback, and we are determined to make things right. Thank you for your trust in Atlas Pools, and we look forward to delivering a positive outcome that meets your expectations.
  
  Best regards,

  Atlas Pools of Central FL- The Wemple Family

  Customer Answer

  Date: 07/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: despite multiple calls to the business, the complaint still has not been resolved.  Multiple lights are still not functioning in the pool.  Most significantly, the conduit next to my pool equipment still has not been fixed and is leaking water requiring me to fill the pool once a week.  While the complaint has not completely been resolved, Atlas IS progressing in the correct direction.  After my initial complaint to BBB they did come out two weeks ago to replace two of the five lights which are not functioning, but as I mentioned above, they still haven't completely resolved the complaint.  I will accept the response made by the business once the warranty claim is resolved.  Thank you.
  
  Sincerely,
  
  ****** ****