ComplaintsforIndigo Swimming Pools & Spas, Inc.
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
08/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Indigo renovated our existing in ground pool and the area surrounding the pool during the summer of 2022. Work was completed on time and overall they did a nice job. The issue was that as soon as the pool was filled after completion of work the amount of water loss in the pool was significantly higher than before the pool was renovated. I notified Indigo of this and over a few months they did send their people out a few times to try to find a leak. They felt it was only evaporation but since I was consistently adding about 5 times the amount of water compared to pre renovation I knew there was a leak. I went to their showroom in February 2023 and talked to the employee in charge of warranty work. She handed me a business card for a leak detection company. She said I could call them and if they find a leak that was caused by the renovation Indigo would pay the cost. If it was not due to renovation I would pay the cost. I said that is fair and I call the leak detection company. After a few visits they found two leaks that were part of the renovation. The leak detection company put a temporary patch on the leaks. I noticed a significant reduction in water loss immediately after. I sent the leak company report to Indigo and they did send their people out to install a more permanent patch on the two leak areas. I also sent them the invoice from the leak detection company. I contacted Indigo's warranty person to ask about them paying the invoice and she said she would forward to the owner. I heard nothing back so I contacted her again and she said the owner would not pay the leak detection company but had no explanation as to why. I have asked her 3 time to have the owner call me to explain why but after a few weeks I have not received a call. Since the leaks were caused during renovation and the repair work was done within the one year warranty period I am asking for Indigo to pay for the leak detection company that they directed me to use.Business response
08/24/2023
We have communicated directly with the customer and have amicably resolved the issue.Customer response
08/26/2023
Better Business Bureau,The owner of Indigo Pool contacted me and we agreed to a resolution for complaint ID ******** that is satisfactory to me.
Sincerely,
*********************Customer response
08/26/2023
Better Business Bureau,The owner of Indigo Pool contacted me and we agreed to a resolution for complaint ID ******** that is satisfactory to me.
Sincerely,
*********************Customer response
08/26/2023
Better Business Bureau,The owner of Indigo Pool contacted me and we agreed to a resolution for complaint ID ******** that is satisfactory to me.
Sincerely,
*********************Customer response
08/26/2023
Better Business Bureau,The owner of Indigo Pool contacted me and we agreed to a resolution for complaint ID ******** that is satisfactory to me.
Sincerely,
*********************Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We had Indigo install a pool, spa and Screen lanai. It was completed late January 2022. This purchase comes with a 1 year warranty that covers many areas of this project. On October 17, 2022 I sent an email requesting 3 items be addressed as part of the warranty. They are; 2 sections of screen with very small holes located in the same spots on opposite sides of the lanai, sinking pavers, and paver sealant which has disappeared. All of these items were visible in May 2022, prior to us leaving and heading back north for the summer. I did not report any of these items, as we would not want anyone here to make repairs while we were gone. The holes in the screens have not changed, the paver issues have gotten worse. I sent pictures and Indigo is refusing to complete the screen repair and said it was hurricane *** related. They said it will cost $585.00. They will not come and look at it after saying they would. They are also not committing to correct the paver issues, even though the sinking pavers are in a main traffic area and will soon become a safety hazard. One of there claims is that I should have reported these items in May. But Im under no obligation under the warranty to report items in a designated time frame, nor does the warranty become null and void after a hurricane. The warranty that I purchased with the pool is valid for 1 year or January 31, 2023. I have attached pictures and the warranty. All Im asking for is repair of these items and complete fulfillment of the 1 year warranty. Please advise as you pursue this company, that has clearly decided they do not have to fulfill the warranty that they sell as part of there pool package.
*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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.