Complaints

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

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Kura Design Pools Inc. has 2 locations, listed below.

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  Kura Design Pools Inc.

  1307 Green Forest Ct STE 110 Winter Garden, FL 34787-4446

• 

  Kura Design Pools Inc.

  2751 Old Winter Garden Rd Ocoee, FL 34761-2911

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:05/10/2024

  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.

  So, we purchased a pool from Kura Pools. The pool was turned over to us back in July of 2023. However we had major concerns about the decking and brought this to their attention immediately. They came out to clean it multiple times only to have the same problem. Afterwards and months later they decided to change the pieces out but they do not match. We brought it up and to their attention only to be pushed back and pushed back some more. Once we wrote a review the owner lied on social media, and then had his manger reach out. We spoke on the phone, and they agreed to fix the problem, no more than an hour later he texted me saying he will only do it if we take down our post. That was not the verbal agreement, not to mention that is extortion. Then the owner decided to change out the pavers but we had to wait until his lawyer put it in paper. The new contact we would not sign, due to it only protecting the pool company and not us as a client. Now here we sit with our pavers sinking, cracked, mixed coloring, back wall cracked, not level and nothing fixed. We would like it fixed, I have the text messages of extortion and photos. Any help with this would be great.

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  Contract signed on 12/21/2022. Total amount money paid in intallments $US 84,570.00. Kura Design Pools commited to build a pool complete with pavers deck, screen enclosure, water circulation equipment and a 135 BTU pool water heater. Dispute is the Pool water is not working. Was never used by me until I turned it on to test it around mid-July. Kura made aware. They sent their warranty manager who checked it and said the heater is not good. Next a technician from the manufacturer ******* came to assess the heater. When technician opened the heater- 1- heater is only 115 BTU, 2- i noticed green discoloration on copper pipes and soldering by expansion valve as if line was broken and repaired. I requested a new heater replacement from Kura since this one looks like it was refurbished. I paid for a brand new 135 BTU pool water heater and Kura got their money on time at each and every installment. I have been back and forth between Kura Design Pools and ******* for more than a month now. As of today, 09/05/2023, both Kura and ******* is refusing to give me a new replacement. They are insisting that ******* will come out to repair it. Previously I denied them access to my property to just repair the pool heater. Today again Kura sent a text and want to set appointment for ******* to come and do repair. If they don't want to replace pool heater they can refund me the cost of the heater.

  Customer Answer

  Date: 09/25/2023

  Dear Sir/Ms., Good morning.  *******, which is the company responsible for the pool heater, did reach out to me. (Probably they were contacted by Kura Pools.) They still insisted that they will not replace the heater so we came to an agreement for them to repair the heater and they will add on an extra year to the labor warranty.  The technician from ******* came on 09/15/2023.  He found a leaking coil in the heater and repaired it and refilled the freon gas.  So far it seems to be working.  Thanks for your help.  ** *****