ComplaintsforWilson Pools
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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They emailed me quote on 3/7/24.March 8, 2024, hired them to put in a pool. Gave them a $10,000.00 deposit on 3/8/24. Was told on 3/8/24 by JC that the pool would be done by July 4th, 2024. Heard nothing after that. Called Wilson's on 4/10/24, no answer, voicemail box full.4/12/24 they called and said they wouldn't start until end of May. Never came out. Called 5/29/24 at 11:08 am, no answer.Then they emailed me they would start first week in June,2024, never came out.6/17/24, I emailed and asked when they would start, asked for an accurate start date. No reply, emailed 6/21/24 that I was still waiting, also asked for deposit back so I could get someone else 6/21/24 called twice, no answer and emailed. Emailed me that they were working on permit, blamed the county but I have emails from the county that Wilson's were not providing what they asked for. County had to email repeatedly to try and get information needed. July 11, 2024, I asked for my deposit back. No reply.Called again, told them I wanted back my deposit. They deducted $******* from the refund for a "3% of pool total for sales commission" for a pool they never started. Emailed I did not agree to that, never received a response. Received the check today, but they still deducted the $*******. I feel I am not responsible for that, knew nothing about it and they never paid that or any amount to the person who recommended them. I want the $ ******* refunded. I need it for whatever new company I hire. I have now lost a complete pool season. They never communicated unless I pursued them. HORRIBLE CUSTOMER SERVICE.Business response
08/08/2024
Those were the fees paid towards the labor process of obtaining the permits and drawings we had to provide to local county permits office for the
installation and commission towards the salesman On the back of our contracts
it states no refund, but in good faith we refunded about $7990. No additional refund
will be given.Customer response
08/08/2024
Complaint: 22028590
I have reviewed the business' response and am rejecting it because:
I don't see on contract where it says no refunds. Also they never showed up again once contract was signed so why am I being charged pool commission. The permit fees I was willing to pay, but not commission on a pool never started.
Sincerely,
*****************************Initial Complaint
09/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Wilson installed a pool the summer of 2019. The first year opening in 2020 it had a long wrinkle that they said they could work out but to wait until August for warmer weather. Its now Sept 2022 and we have a few wrinkles now and after approx. 10 to 15 calls of trying to get a person out to the house to work on the wrinkles we have heard nothing. I left another voicemail 2 weeks ago and gave them another chance to call me back or I'll assume they cant/wont fix it. The never called back. That being said if your looking for assistance other than the initial pool install and your typical open/closing of the pool they are near impossible to get a hold of and when you do its just a run around and "we will get someone out there or call you back" and they never do. I would recommend not using them. Then after posting a bad review they reply with it should be fix when closing, but the few times I have talked to them about fixing it they said August is the best time, They never mentioned doing it at closing which it will be colder by October. Again they are just making excuses and Im sure they will have one for this as well.Initial Complaint
09/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A pool was built, and part of the contract included finishing pool. We have been told weekly since June 2, 2021 that Wilson Pools would be out to caulk around pool coping, drill anchors for pool cover, and deliver ordered cover. Our phones contain the emails, text and calls exchanged with job completion promises. We have reached out and spoken dozens of times, and each week we are promised they will complete the project, without any follow up. They have given specific dates, and when we stay home from work waiting for the completion, nobody shows up. Then, we call without any response. We just want the project completed: 1: caulking around pool 2: anchors for pool cover 3. Delivery of pool coverBusiness response
10/07/2021
We have spoke to her. The anchor cover cannot be ordered until the pool is completely done. It has been ordered. We have her down for 11/2/2021. We will close her pool, install the anchors and install the cover. We do this all at the time same time.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.