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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
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They refinished our pool in July 2023. For nine months we are fighting them to fix what went wrong. We had been very patient, even though we got ignored by the office manager *******, it got up all the way to a guy named *************************, out of state and making fun of our complaints. He was actually laughing at me on the phone. They did a horrible job and tried to touch up with no luck. After second try they even refused to fill the pool after another bad try to cover the issues. I had to get the pool filled at my cost. Then fighting for months, about 100 emails saved, they agreed to redo our pool or refund our money. Since the job is so bad we agreed on redoing. They made us choose a new color, to play it save to not mess it up again. Then they started again, they won't fill our pool. That is what we paid for. Horrible customer service. Nothing happened, so I said it is enough and I want my money back. A week later I got an email from *********************, **************** never talked to him before. He is Telling me they are not redoing our pool or refunding my money, even though I have it in written. He told me if I don't like it I can seek legal advice. They did damage to my pooldeck, the pool looks horrible.Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Signed a contract for a resurfacing on 2/28/2022, for roughly $10,349. This included 30 days of pool service after the resurfacing, to guarantee pool and water quality. Work on the pool started 6/15, and was completed on 6/22. Had to call frequently to get the pool service started. There were numerous issues during the job, which included the Demo/tile team damaging the **** circuits in the pool area, requiring replacement, as well as Skimmer basket was filled with cement that spilled in during cleanup. I replaced at my own expense. Water feature jets were cemented in place. After 2 weeks, someone came to do some work on the water feature jets to break cement free. Now, there is a leak at one of the water jets, with water coming up under the pavers. This was not the case before the work, so damage was caused during the tile work/resurfacing or during the work to break the cemented jets free. There have been numerous calls/emails with little response. The latest response was that they are puzzled on what to do. Apparently, a work order has not been entered to fix the issue.Still waiting to hear what the final resolution will be 2 months after the original work was competed back in June.
Business response
09/07/2022
We have been working on a solution for **************** for several months. We did not install the coping on his job. We were more than willing to help but we were concerned that if the coping broke during the repair, there was no extra coping provided by the homeowner to replace it. We also had nothing to match this because we do not use this type of material. We have several emails going back and forth with ****** regarding this matter. On 9/7 **** went back to repair the area. Whichever contractor originally did ******************** coping did not seal behind this area. Which caused a leak and they had busted pipe underneath the coping. This was of no fault to Resurrection Pools. However, we still fixed the issue at hand. **** (our *******) was also transparent with **************** and explained this to him. **************** understood and thanked us for fixing the issue.
Customer response
09/07/2022
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.
Sincerely,
*************************Initial Complaint
06/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Contracted with Resurrection Pools on or about October 1, 2021 (in brief) to install new waterline tiles, resurface existing pool, and remove and install new coping, Invoice No. XXXXX for an amount of $19,865.00. Resurrection was to begin work on March 8, 2022, but began on March 23, 2022, and was completed on and about April 12, 2022. Resurrection Pools sent one of their staff to collect the payment of $16,173.00 leaving an outstanding balance of $3.692.00 when I told them that there were issues that needed to be resolved before the final payment was made. Resurrection came back and ensured that correction would be made and final payment was made on 4/14/2022. Follow-up calls to Resurrection were made regarding status which began on 4-19-2022 and continued through 5-18-2022 resulting in three attempts to correct while making the issues worse, and lastly two calls were never returned by Resurrection.Initial Complaint
12/31/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
After resurfacing our pool the pool will not drain. After many calls someone from Resurrection finally came out and looked at pool. He said a sponge went into the drain and it would resolve itself within a few days and if not to call back. This has been weeks ago. We call almost daily and are told that our message will be relayed. At this point I do not know what to do. We get no response from them.Business response
01/21/2022
Business Response /* (1000, 7, 2022/01/21) */ Business response taken verbally by BBB: We are in the process of getting another company to fix the problem a subcontractor caused. Business Response /* (1000, 13, 2022/02/14) */ As of 2/11 this repair has been made by another company and the customer is satisfied.
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