Complaints

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:07/15/2024

  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.

  This is our second pool with Pride. First was in 2022 and second Jan 2024. NEVER SAVE YOUR CARD ON FILE. They will steal your money and disappear! They called for final payment after not showing for almost two weeks (to do cleanings, clean the debris in yard, fix leaking pump). I told them no I need someone to contact me about a bunch of issues. No one ever showed. Instead, they charged my card on file without authorization. We have been battling for over 6mo. They never showed up to do our contracted cleanings. So we had to. They offered 2 additional cleaning and to balance our chemicals.... But then never showed up so we had to. They ordered the wrong specs for our pool so our shallow end is not extended. They told us we would not swim this summer if they fixed it.. and implied we would have additional thousands to pay. They daily would drive on our drain-field with the excavator. Tried to charge us for imaginary stumps DUG UP our drain field... then said they weren't responsible for it. Installed a cracked pump and never fixed it. Stole our last payment of $11k after telling them no... we have a ton of issues. Overcharged for $500 concrete. Dumped thousands of pounds of concrete in our yard and left it. Concrete splattered all over the house Cool decking over duct tape so if removed the deck will peel. Never fixed broken pump at last house which was promised d/t incorrect install. Left our pool with "low salt" and concrete all in the bottom of the pool. We had to add 300lbs of salt and clean it ourselves. Pride continues to lie to Amex for our $5000 dispute. Saying they weren't aware of pump leaking and willing to do cleanings now. Extra cleaning and balancing the water is no longer a beneficial solution for us as we already did it. Extremely dissatisfied with this over $65k experience. I’ve been requesting $5000 as compensation as the 4 cleanings we paid for and 2 addition free/chemicals they offered are useless now 6mo later.

  

  Business Response

  Date: 07/24/2024

  Hello

  After reading the complaint, other than the customer claiming they received poor customer service I am not sure what is wrong with their pool. We did install a pool for the ******* in 2022 and resolved all of their concerns before during and after the installation. Having history with the the ******* per their request we did decide to build another swimming pool for them at the beginning of 2024. During construction of an inground pool our protocol is if the customer decides to make a change to their concrete decking other than what is included with the pool installation we ask for that additional amount of concrete to be paid before the concrete is poured. In this case after the pool was completed, **** ******* did a chargeback to American Express for the $10,904.00 of the additional work that we completed. However, American Express did reverse the chargeback to Pride Pools account. **** ******* made another attempt to chargeback $5000 and the chargeback again was reversed back to Pride Pools. I do know that the ******* swimming pool is 100% operational, functional  and the customer is using the pool. We do have a service call scheduled for this Friday the 26th to resolve the leak around the pool pump therefore Pride Pools will have satisfied the customers concerns. We have been in business for 49 years and have installed a lot of pools. Our process of installation has been the same for a long time and we continue to give the customer the best quality equipment and the best customer service we have to offer.

  Thank you

  Customer Answer

  Date: 07/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  To Whom It May Concern, I am grateful to finally have responses and an open dialogue with Pride, since for the past 7 months I have been ignored.  It wasn’t until this BBB complaint that the owner finally reached out to me despite months and months of my attempted communications.  In 2022, I commissioned a pool, made all of my payments, and enjoyed a pool.  Then I moved, and commissioned another pool with Pride in 2024, expecting the same experience.  I made all of my routine payments until the very last one.  My card was on file for their convenience, but when I was called to authorize the very last payment, I specifically indicated I was not okay with that payment being run and that I needed to talk to management about all the outstanding issues.  The very next day my card was run for $10,904.00 without the requested contact from Pride to resolve the outstanding issues, so that is why I disputed the charge and the non-communication continued for 7 months. If the only criteria the BBB holds a company accountable for is a finished product, even though the contracted services to obtain that finished product was not solely provided by the contracted company and required outside outsourcing than by that definition, Pride did their job. I have a pool that I use, but it did not happen without outside interventions that cost us additional out of pocket, and that is what my issue is. Why would I make every single payment for my first pool without issue in 2022 without issue and every single payment for my second pool without issue in 2024, but then suddenly create an unfounded claim.  That doesn’t make any sense.  I did not have time for all of the necessary interventions I had to do to get the pool to a functional state, I did not have time for all of the interventions I had to do to get the yard to a functional state so it would not damage the pool in the state it was, and I did not have extra resources for all the interventions I had to do to get Pride’s project to the definition of done that I received on my first pool in 2022.  I don’t have time for this additional battle.  I spent the past 7 months trying to work this out with Pride, but their unauthorized charging of my card, consistent neglect to complete their contracted work and now that it’s all done, they are trying to take credit for it and claim the full amount as if they completed the work. No. Since I contact the BBB, Pride told me they would not come service my broke pump until I reversed the complaint.  They are holding the baseline service expectation for faulty equipment hostage until I remove this complaint.  I was actually surprised to hear any contact from them at all considering all the radio silence I’ve received.  I deserve to have my extra out of pocket expenses reimbursed from the quoted price on the contract because all of the contracted service items were not provided and required outsourcing.  I’m not trying to get something for nothing, I am just trying to collect what is fair and equitable.  I have pictures, emails, phone records, receipts, authorized credit card charges, anything you could need to support what I am saying.  It just doesn’t make sense that I would take the time to pursue this issue, if there wasn’t a legitimate reason.  I tried handling it with Pride.  Please help me recover my additional unnecessary expenses.  
  
  Regards,

  ******** ******

  

  Business Response

  Date: 08/14/2024

  Hello

  There were email communications with **** ******* before during and after the two attempted Amex chargebacks. We tried to schedule a service call to repair a leak at the filter system. First, the customer wanted a $10,904 refund then a $5452 refund before we repaired the leak. The customer did allow us to schedule a service call for 7-25-24 and we did replace the filter valve under warranty that was leaking. After the pool was completed, Pride Pools would have resolved any clean up issues around the pool however the customer decided to clean up the areas themselves. And again, If there were not back-to-back chargebacks Pride Pools would have taken care of this. Since **** ******* was asking for such a large refund, I decided to audit their pool installation project. After reviewing everything related to their project, I did not find anything that indicated we overcharged the ******* over $5,000. There was one oversight by the project manager, he did not invoice the ******* $250 for returning to the job to plumb the filter system after pouring a concrete equipment pad. Pride Pools provides a modular equipment pad that is installed during the pool installation. Instead, a concrete pad was poured for the filter system. The pool is operational, functional and there is nothing wrong in preventing the ******* from enjoying their pool. The first complaint **** ******* was asking for a $67,000 refund now the customer is asking for a refund for additional unnecessary expenses. Asking Pride Pools for a refund of $5452 is something that is not measurable or reasonable. Due to any additional vacuuming to the pool, Pride Pools will offer to give the ******* a $250 in-store credit for pool chemicals.

  Thank you     

  Customer Answer

  Date: 08/19/2024

  Pride knows their response is wildly inaccurate and perfectly depicts the lack of accountability and lack of effort to resolve with us.

   

  ? When the last 10% of the pool completion was remaining, Pride called to collect the final payment. I specifically told them not to charge my card yet and voiced my concerns that I needed several things addressed. I was told I would be called back, but never was contacted, and then the next day my card was charged without authorization.

  ? Never did we try and get a $67,000 pool for free. This was the last payment of my second pool with Pride, and every other payment I owed was paid on time for BOTH pools. Why on the last and smallest payment of my second pool would I cause an issue if there wasn’t a legitimate issue?

  ? The point of initiating a chargeback was that our final payment was taken without authorization because the project did not satisfy the definition of done according to the contracted work. Pride has yet to acknowledge, apologize for, or initiate offering a refund amount to amend their unfulfilled contracted work.

  ? Pride did not try and fix the leak on either pump. I scheduled service calls which the owner cancelled. He then turned around and told AMEX he was willing to fix... Where was Pride for 7 months if willing to fix my issues? After 7 months and filing chargeback, I was told they would NOT come to fix our pump unless we dropped the AMEX chargeback (which I

  have emails to prove.)

  ? I called Pride notifying them in July that I would be getting it fixed with a different company and it would cost $566.95 if they chose not to repair my pump, they would be responsible for the reimbursement. AFTER I submitted a BBB claim, they showed up to the appointment I made (not without emailing saying we needed to close the BBB claim, or they wouldn’t do the

  Repair. The owner also threatened that our “warranty may be void” if we were awarded a refund) These behaviors should not be worthy of high standing with the BBB.

  ? The cleanup crew did come out but the project manager's response to me on 3/1 to there being a bunch of concrete left was that it was standard for them to leave concrete behind, but it should be buried and not noticeable to the customer. That’s also not allowed per the county.

  What was pictured and what we cleaned up and took to the dump for two Saturdays is what was left behind. Over 1000lbs. All of which is not “normal construction debris” that Pride likes to claim is written in the contract.

  ? If $5452 is not measurable or a reasonable refund, then what is? This is a direct question that for 8mo I am still waiting to receive an answer to. I am completely capable of providing a list of all my incurred additional expenses after Pride charged my last payment without permission.

  ? How can you audit the amount of concrete I received without coming out and measuring as I’ve suggested? We were charged $500 worth of concrete sq/ft that we did not receive. Therefore, I want a refund.

  ? Pride did not show up to do the new pool contracted cleaning which I paid for. When they say we refused the cleanings and an additional 2 offered. This “offer” was over a month after our last payment was stolen. Meaning we had already done it and paid for balancing the chemicals or else it would’ve been a pond. Therefore, the “solution” came too late and was not beneficial to us. I want a refund for the 30 days that I paid for in my contract which is a

  minimum of 4 visits that I did not receive.

  ? I want $162 in salt costs refunded since I already paid the $3500 for the salt package and was assured that would include all necessary salt.

  ? I want a refund for my time on two Saturdays for 8hrs. My family had to dig up and haul large pieces of concrete, trash, and debris on 3/2 and 3/9. Trailer rental was $40 and the dump fee of $86.40.

  ? My first pool had a cracked pump from poor installation, and we were promised that it would get fixed upon completion of this new pool. I have it in text and emails, yet it was never done. It turned into a burst pipe after the second pools “completion”, and I had to have it emergently fixed for $155. I want that refunded as Pride should have fixed it during the pool #2 build as promised.

  ? The bottom of my pool looks terrible and not smooth at all. Pride has failed to even address the pictures I have provided as they stick with it being “functional”. There is an esthetic expectation with a pool. Simply stating it is functional is the bare minimum. A pond also functions as a “place to swim.”

  ? Not sure how 7 months of a leaking pump saturating my yard, killing shrubs, and losing salt constantly would be considered “functional” in addition to the other examples of issues. I’m unwilling to have them drain and refill after fixing the bottom which would tax my well pump and cost me hundreds of dollars to again balance. Therefore, unless they are willing to fix the bottom, fill it from water trucks, and balance water with salt and chemicals I want a partial

  refund for the incredibly poor finished look of the entire bottom.

  Offering a $250 in-store credit shows we are far from having this resolved through BBB.

  If I do not receive a MUCH more reasonable offer for resolution in response to this final communication, our next steps will be to have a judge decide how much of the final stolen payment we are entitled to have refunded.

  

  Business Response

  Date: 08/29/2024

  The ******* made three different attempts to chargeback three different amounts of charges to Pride Pools account. Pride Pools cannot perform any services for the customer when a chargeback is started and until the resolution is completed.  Please refer to the attachment for my response.  Thank you

  Customer Answer

  Date: 08/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We are not disputing the fact we went after the money Pride has wrongfully charged and stolen from us. I'm unsure what the point of Pride response is? Pride absolutely can attempt resolution during a charge back they choose not to. In fact, they told AMEX that they were willing to make things right. Yet here we are. There hasn't been a charge back in weeks and they are still failing to come to a reasonable resolution or take accountability for the services we paid for and did not receive along with the additional unnecessary expenses we incurred. Where is the solution from Pride?

  Regards,

  ******** ******

  

  Business Response

  Date: 09/18/2024

  Please see attached additional response 

  Customer Answer

  Date: 09/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  Pride stole our final payment without authorization and still did not show up while no dispute was going on. In fact a full 3 weeks they did not show. I then disputed and rejected the cleanings AFTER months that they were a no show. They were no longer useful to us. Prides CHOICE is to not fix their construction issues during a dispute, they were telling AMEX they were willing to resolve and then the dispute would favor pride and then they would do nothing. Pride fails to see why a 100% paying customer for two pools is disputing a last and final payment? I never told them to forget about 114’s pump. In fact we asked SEVERAL times to have it addressed in addition to the new pump leaking from the day of install.  Nothing had gotten into 114’s pool. Prides repair person saw a pogo stick on our back porch and accused my children of using it in my pool. Little did he know my kids got it for Christmas from a family member and they were far too small and light to use it on the ground. They couldn't even  get into our pool without an adult because of the life saver fence. Ridiculous accusation from someone that shouldn’t taken accountability for the poor work. We still to this day have a man sized work boot print in the center of that pool from the “repair”. Is that from my kids too? No, my 3 and 5yo aren’t the reason the bottom of the pool looked that way. Just like we aren’t to blame for the current bottom of the pool. 
  Pride had all the contracted money and failed to come out to fix their poor work. The pool construction didn’t even begin until January so no we weren’t in a pool in December. I believe we are stuck at an impasse with Prides failure to take accountability or make this monetarily better as we had to eat unnecessary additional costs. I don’t want a store credit. I want some of my money BACK.
  
  Regards,

  ******** ******

• Initial Complaint

  Date:10/06/2023

  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.

  In July of 2020 we had a pool and slide installed. in January 2022 it was identified that there was a crack in the slide upon bringing it to the attention of pride pools. They were not haste in providing any attention to this, after months and months of follow up I was informed that the slide was no longer under warranty despite previously being told we had a 3 year warranty. however, after my own follow up and discussion with a manufacturer of the slide, it was found that the warranty had not in fact, expired, but it was about to due to their delay And their lack of professional follow up. After well over a year and continuous phone calls and email follow up, they were finally able to submit for a replacement of the cracked slide. Now in October 2023, nearly 2 years since identifying the original issue they are trying to charge me the install of the slide replacement. Not only it was their original, install quality poor their customer service is nonexistent. I have been nothing but patient and cooperative but in no way should have to pay for the labor for a situation that should have been resolved two years ago when I paid them 55k to install the pool and slide originally. All emails and phone conversations have been documented as well as pictures and claims.

  

  Business Response

  Date: 10/13/2023

  Good afternoon, 

  The slide still has a manufacturer warranty, however does not carry any warranty towards the labor for installation regardless of time. While we normally charge between $500 & $800 for installation, depending on the equipment, we discounted that rate to $250. We are still required to package and ship the product back to the manufacturer, which we are also willing to do at our cost and not pass that along to the customer either. We feel we have been more than fair at at helping the customer cover costs. Please see below email response to the customer. 
  *** *******
       While I understand your frustration with the situation, I do appreciate your patience. Due to the time it has taken, we are willing to install the slide for half the cost of what we would normally charge. This would make your installation $250.00. This is a 2 person job and requires us to have 2 techs to come and remove the old slide and install the new one. After this it is on us, not **** ***** to repackage the old slide and ship it back to them. They will not be paying us for any of our cost associated with installing the slide for you, and getting it back to them. As for the installers causing the original damage, the slide would have not been warrantied by the manufacturer if this was the case. The other option, if you do not wish to pay the discounted price, is to bring us the old slide and pick up the new one and install it yourself. 
  Please let us know if we can provide any additional information.
  Thank you. Pride Pools. 

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair 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.

  I purchased a Bullfrog s200 swim spa in early April. Within one week it was broken and unusable, it had to be drained and refilled after a union had broken. This was a 50,000 dollar purchase and while I was upset I gave them the opportunity to fix the problem. After one week of them attempting to fix the problem it happened again which led to the same issue of draining the spa and attempting to fix it again. This time they used aftermarket parts to fix the problem. Pride Pools was very apologetic, however there was no real symbolic atonement for the problems and it was as if Bullfrog Spas didn’t really care, mind you this was in one month of initial purchase. More issues have continued to plague me with this purchase unfortunately. As of this moment I have been waiting 6 weeks for a new panel and for the vinyl to be fixed that has seperated from the bottom of the spa. This has become unacceptable, Bullfrog Spa has not reached out and the company that sold me the Spa doesn't seem to prioritize the issue. At this point I feel a replacement should be sent at no cost to me.

  Customer Answer

  Date: 08/31/2023

  Pride Pools reached out and expressed that Bullfrog will be replacing the S200 Spa. Their warranty manager expressed to me that she understood my concerns and that Bullfrog was finally concured with recomendation. I appreciate Pride Pools efforts and fast responce to my request. I consider this problem currently closed but I will follow up once the Spa is replaced.

• Initial Complaint

  Date:05/22/2023

  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.

  Pride Pools, Spas & Leisure installed a new liner in our pool on 09/24/2018. A couple days later, we noticed that there was a leak. We contacted them, they came to check and found the leak. They then patched the leak and ordered a new liner from the company they dealt with. When the new liner came in, the patch was holding, so they said they would hold onto it for us and change it out at a later date. When a hurricane hit, in 2020, I believe, the high ground water level caused wrinkles in the liner. Since then, we’ve asked Pride Pool many many times to come replace our liner with the one they’ve been holding for us. They constantly had an excuse for not doing it. They’d claim they were too busy, too short handed, or that it was hurricane season and not a good idea. Now, we are trying to sell our home and definitely need the liner replaced. My wife, *****, contacted Pride Pools on or around 3/6/23. She was told that they’d look into it and call back within a day or two. She called again on 3/13/23 and was told by *******, that they couldn’t find the liner but would call back that afternoon or the next day with a resolution. Nobody has ever called back. I have talked to them many times as well, but they seem to just ignore our calls. Now, possibly from the hail storm, we have a leak. Again, many calls. Finally, they said they’d try to send **** last Wednesday. **** did not show. We were away for the weekend, so had to turn off our pump so as to not burn it up because of the leak and evaporation. We now have a cesspool! Just called them again. I was told they’d call back tomorrow. We just want the liner, they are supposed to be holding for us, installed.

  

  Business Response

  Date: 06/05/2023

  We received this complaint the day before our service department was scheduled to make a service call. When the *********** called in to our service department about their schedule, our service coordinator spoke to the *********** and told them until a resolution has been met we will not schedule a service call or if they withdrew the complaint we would schedule their service call sooner. 

  Customer Answer

  Date: 06/14/2023

  I am requesting to have our above noted complaint reopened, since we were away and only saw Pride Pools’ response last night.

  Their response to our complaint is definitely not satisfactory to us as it does not actually address our complaint at all.  Our complaint is about not being able to get Pride Pools, Spas, and Leisure to install the new pool liner they have been holding for us since September 2018.  We have been periodically asking them to install it since a hurricane damaged our current liner in 2020.  An appropriate response and resolution is for Pride Pools to install a new liner in our pool.

   

  

  Business Response

  Date: 06/15/2023

  Due to the 5 year time lapse, change of personnel and going thru the period of the pandemic, we can not give an accurate response to the complaint. We can schedule a service call to address a leak however the pool water will need to be clear to properly do a leak detection or we can submit a quote for a liner replacement. 

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: we have been trying to get OUR liner installed for almost 3 years.  If Pride Pools has used our liner for someone else, or misplaced it, that does not release them from their responsibility to provide us with a liner.  I do not understand how they can rationalize charging us for a liner.  

  Regards,

  ***** *** ***** *********

  

  Business Response

  Date: 06/27/2023

  The design of the *********** pool is very unique. The liner that fits their pool will only fit their pool. Therefore the liner will need to be special ordered. We do not have their liner in inventory. Our process for claiming a warranty for a inground liner replacement is no cost for the liner or installation the first year of the claim after the first year there is a cost for installation. There is no cost for the liner to the homeowner up to 3 years only the installation cost year two and three. After the third year, we dispose the liners. This the 5th year since the original liner was installed. We do apologize for any inconvenience that this matter may have caused. If the customer wants the liner only we can offer a discount. The liner price is $3900 less 35%= $2535+(tax) $177.55+(freight) $200= Total=$2912.55 for liner only. All special orders require payment prior to ordering. The discount offered  will be our only resolution. Thank You  

• Initial Complaint

  Date:01/10/2023

  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.

  Pride pool refuses to order parts for a spa we bought from them with a warranty (purchased under my wife’s name *******. All they can tell us is that they don’t support dynasty spas anymore and I’m on my own. They did come to the house and charged me $145. for nothing 13 weeks ago when this started. I was told by several neighbors to never buy from pride pools but I did anyway because pride pools convinced me that they would always be here for us. Not true at all. So when this thing starts to have real problems we’re just out of luck. $15,000 piece of junk. Please don’t let anyone make the mistake I made. Never buy anything from Pride

  

  Business Response

  Date: 01/23/2023

  We do apologize for any inconvenience you may have had with your swim spa. After discussing your complaint with the service tech and the service manager, when the technician left the swim spa was operational heating and usable unless there is something else that we are not aware of. The part that is needed for the spa is a part that goes inside the air control valve that operates the mixing of the air only. Is not that Pride Pools refuses to order the parts. A Year after we delivered and set up the swim spa the Manufacturer closed down, therefore making it very difficult for Pride Pools to get any parts. However after several days of attempting to track down the particular part needed our warranty processor located the part for the air valve. Pride Pools has ordered the part and will contact *** **** to schedule a service call. Thank You    

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair 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.

  Pride Pools completed installation of our swimming pool on June 28, 2021. Throughout the year we started noticing divets in the sundeck of our pool that subsequently got worse and more of them. We contacted ******* at your Savannah location on May 20. She said that she would have someone call us back from the service department. We received no response so we made 2 more calls in to the office and spoke with *******. After the third call she gave us an email to send in pictures to the service department, which we did. We received no response from the service department. We then called ******* back and demanded to speak to someone in management. Finally, we received a call from ****** who apologized for not responding due to it being the busy season. He then made a service visit to the house and told us that there are fine tears along the metal edge of the sundeck which is causing water to leak under the liner and cause the divets. He said that it absolutely has to be repaired or it will destroy the entire pool, not to mention it is dangerous to walk on. He told us that the manufacturer warranty just ended as of June 28. I understand it is busy season, but we began contacting you in May, well before the warranty was expired. Then he stated that the warranty did not cover tears in the liner and was blaming us for dropping something in the pool or possibly a dog made the tears. Our dogs do not go near the water and the only thing we have had in the pool are noodles and have only used the pool a handful of times due to busy schedules. I am absolutely certain that the tears were caused by a structural design defect. We are very disappointed in the customer service received from your Savannah location. The pool is a year and one month old and expect the pool to be repaired by you with no charges considering this was obviously caused by poor design and or installation. Thank you.

  

  Business Response

  Date: 08/16/2022

  I have been in contact by email with ********** and he has agreed to remove the complaint. Once that is confirmed we will resolve the issues of his concern. Thank you

  Customer Answer

  Date: 08/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Complaint ID #********: Pride Pools will be resolving my issue at NO Charge to me. Please mark my complaint as resolved. Thank you.

  Sent from ******* ******* (****************)

  Regards,

  ******* *******

   

• Initial Complaint

  Date:05/25/2022

  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.

  My family had a pool installed last July we used the pool for two months, we paid pride pools to send a technician to show us how to properly close down and open our pool. We opened our pool in the beginning of May 2022 . The pump fails and bolts literally were falling out of it and enough water leaked out overnight running the pump dry. We have contacted Pride and have been being told that we would receive a call back to let us know something. We haven’t heard a thing I called for the sixth time today 05/24/22 and was told that a technician would be coming out tomorrow and they had arranged this with my mother whom has never received a phone call but has spoken to the manager of the store we purchased the pool from. She was told the same thing I have that she would get a call witch never came. Today I was told by the warranty customer service rep the same woman who told me I would receive a call back six times and that she has spoken to my mother witch she never has that everything might not be covered under warranty and was absolutely rude and so was her manager that I waited on hold for. We were told we had to be home for them to come out for the apartment tomorrow that we never knew about until I called today. Unfortunately my family is unable to be home so this is being drug out for another week before they even send someone out. I was told we would then have to wait and see if anything would be covered under warranty. We have literally used this pool for two months last summer and had nothing but problems. Pride pools service has been absolutely horrible and their manager very unprofessional she refused to even tell me if they were a member of the BBB also refused to give me her managers phone number. Please help

  

  Business Response

  Date: 06/09/2022

  We do apologize for any inconvenience that you may have had with your new Above Ground pool. Pride Pools policy like most service companies does require the homeowner to be present when performing service work on the pool. We made a service call on 6/2/22 to assess the problem with the pool pump. When the technician arrived we discovered the pump was leaking in a location that is sometimes caused by operator error with unintended consequences. We have been waiting on new pool pumps to arrive like most things in this country everything is delayed or seems to be on backorder. Most customers understands the delays, However since the pool is under a year, Pride Pools stands behind the products we sell therefore we did warranty the pool pump and replaced with a new pump 6/8/22. The technician gave the homeowner $100 of chemicals at no charge. The technician also did a complete demonstration and explanation of operating the pool equipment for the homeowner. We thank you for your business and again we do apologize for any inconvenience you have had with your new Above Ground pool.