Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Fox Pools, *********************************************************** completed our swimming pool (added the water as a final step) on April 29, 2022. On April 24, 2022, we went to their office to talk to them about stains that had formed (around the main drain and in every corner). We were told they would take care of it. The pool was under warranty for one year, so we were there before that warranty ran out. Since then, we have been in their office at least six times the last time I took in three separate groups of pictures: the enlarged stains around the main drain, the stains in all four corners of the pool, and the grout around the pool tiles that is missing. Since that last visit, a PebbleTech man came out and actually went in the pool for about 10 minutes repairing ONE of the rust stains that had been treated by Fox Pools two other times. I asked him about the other stains; he said he would get back to Pool One (the gunite company and Fox Pools). I asked him what needed to be done to make the pool the way I wanted it (as I have had four pools); he said that it would need to be emptied, dried out, and the stains taken care of. On every visit to Fox Pools, the answer is always the same: we will take care of it. To date, it has not been taken care of.
Business response
09/26/2023
Yes we are aware of the issues and are in the process of getting the issues taken care of in the near future.
Our pebble tec will be doing acid wash on the interior to remove the stains around the main drain as well as in the corners.
In order to do an acid wash we will need to drain the pool which we had initially suggested but homeowner asked that we wait.
We will add some grout more to the waterline tile.
Thank you,
*****************
Customer response
09/28/2023
Complaint: 20641634
I am rejecting this response because: although we were aware of waiting for the acid wash which possibly was suggested when the pool was just 7 months old, we have been into their office six times since April to express our concerns. We should have been told then that Pebble Tec would actually be draining the pool and acid washing it and that grout will be repaired in the waterline tile. We await further contact from Fox Pools and Pebble Tec about professionally repairing the pool.
Sincerely,
***********************Business response
10/02/2023
Are you open to meeting on site with Fox Pools *** to discuss the process to fix the issues?
Thank you,
Customer response
10/02/2023
Complaint: 20641634
I am rejecting this response because: we agree to meet at our home to discuss the process to fix the issues. Our phone numbers: ************ (Bo); ***** **************
Sincerely,
***********************Initial Complaint
05/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Fox Pools did extensive work remodeling my pool and replacing the pool equipment, at a cost of $50,000. The work was done well, but the pavers on the deck have started to shift and there is spalling along the retaining wall of the deck. Starting about 3 months ago, I starting calling the company, at least once a week, requesting to have someone from Fox come out to take a look and/or to refer me to someone with the skill set to address the issue. Despite my calls and messages, no one has called me back to discuss the problem. During this time, the office has never answered their phone. Where I come from $50,000 is a significant expenditure, warranting at least a call back and referral for my concerns. I am a retired lawyer and in all my years of experience personally and professionally, I have never been treated this poorly by a service provider.Business response
06/29/2022
Business Response /* (1000, 5, 2022/05/25) */ Thank you for reaching out to us. I am sorry you feel we didn't acknowledge your phone call. Our phone system is set up if someone is on the phone it goes straight to voicemail. It isn't that we don't answer our calls or are trying to ignore you. We are very Thankful at this time the pool industry is very busy. Please leave a voice message and we will return your call. Since it has been 4 years since the paver install and is not a warranty issue you are welcome to reach out to our paver company *** ***** ****** or use any paver company to take care of the settling. Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am confident that you received at least one of the 8 to 10 voice messages I left you over the past 3 months. If you go back to listen to the messages, you will hear that I was never asking for warranty work, just for someone familiar with the project to come out to look at the shifting pavers, let me know needed to be done and a referral to a contractor who could perform the work. By assuming that I was looking for free work and then failing to return at least one of my 8 - 10 phone calls, you squandered all the goodwill you had built with us as customers, along with any future referrals. Goodwill is hard to build and easy to loose. You are both very nice people and I am very surprised and disappointed that this has transpired. Business Response /* (4000, 9, 2022/06/01) */ We have record of receiving 1 call on April 15 at 2:15 and you had talk to our reception. I am sorry you felt i was thinking that you were looking for free work. The reason i mention warranty was that anyone is able to do the repair of the pavers for you. We can schedule to have one of the guys meet with you to look at the paver issue.Initial Complaint
09/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We hired Fox Pools to remodel and existing pool. We have had constant cracks in the decorative tile. They have come out to repair 3-4 times and now the same cracks have gone down into the pebbletech and our pool is now leaking. They are now telling us it is not their problem.Business response
09/23/2021
Business Response /* (1000, 5, 2021/09/09) */ The repairs needed are out of the warranty period. Any time that a pool is REMOELED you never know what is going on behind the pool shell. We have repaired the waterline tile multiples times in a small area. Now, years later the pool shell is showing structural cracks which can be caused by various factors like ground shifts, dirt settling over the years, etc.. It is not due to lack of quality work of the waterline tile or pebble tec interior that was installed. Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The same area that has been repaired by this company has cracked again. This area was just repaired by your company 6 months ago and it has now recracked and gotten worse. And by a small area...it was almost 10 ft of cracking on one side of the pool. And on the other side was 3 ft. The amount of times this company has been out to our house to repair these issues and now they claim it is out of warranty? That is ridiculous! Business Response /* (4000, 9, 2021/09/20) */ I would highly recommended getting a professional leak/repair company to fix the crack pool shell. They specialize in pool shell repair. These issues are due to dirt settling and moving.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.