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:06/04/2023

  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.

  C&D installers came to the above address is fix a leak in an above ground pool, they charged me $300 to come out and $50 for each patch. They patched 2 leaks my total Bill was $400. Its been a month and my pool is still leaking so I called them to see if they can check again because its still Leaking, they said I would have to Pay the $300 again just for them to come out! This is not right for them to charge me again when the last service was done right! So I paid $400 for nothing because the problem hasnt been fixed!

  Business Response

  Date: 06/11/2023

  The customer hired our company to perform a leak detection service for their pool.This is a service we offer using a device called The LeakTrac 2400. This instrument is designed to locate leaks in pools and other water-containing vessels by applying a small electrical charge to the water and tracking the flow of electricity as it makes connections to the ground through conductive penetrations in the liner.
  When scheduling the appointment, we informed them that the pool should be filled prior to our arrival because the equipment can only detect leaks underwater. On April 28th, 2023, our crew arrived and found that the pool was only half full. They ran the leak detector and found two holes in the liner, which they patched.
  On June 2, 2023, the customer contacted us to report a leak in their pool and requested that we come back to complete the service. We explained that we had already completed the service on April 28, 2023, at that time two holes were found and patched. This is not a contracted service, we cannot guarantee that new holes will not occur after the service.
  We would be happy to return to detect any new leaks in the customer's pool,however, this would be considered a new service and standard fees would apply.
  
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20136642
  
  I am rejecting this response because:

  the leak problem was not taken care of by ***** installers. I still have the same amount of water loss that I did when I first called ***** installers. I know that because I monitored it for 1 month and no one has been using the pool since they patched the 2 leaks. They could at least come out one more time to double check their work, they missed detecting a leak, its as simple as that! So I spent $400 dollars for nothing!

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/23/2023

  We apologize that we are unable to offer a complimentary follow-up service. During our initial visit, the pool was only partially filled. While it is possible that a leak existed above the water level, we advised that the pool be filled prior to our arrival when scheduling. Therefore, the absence of water in the pool cannot be considered a valid reason for a free service. However, we are willing to provide a leak detection service to identify any potential leaks at the standard rate. 

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20136642
  
  I am rejecting this response because:
  They used a put together equipment with an old broom stick and PVC piping to detect the leaks. I didnt fill my pool because the leak was below the water line and they couldnt of patched it do to the temperatures were cold and the water was colder, they just use that excuse to say someone didnt follow instructions! Attached are copies of my additional expenses to patch my pool! Im a 67 year old women, who was taken and of, and I patched 3 holes on my liner that the put together cheat equipment missed and my pool hasnt leak since I patched those holes! This company should be ashamed of their self! They only advertise leak detection to talk people into buying a new liner and installing, which I was asked to do and I refuse because my liner isnt that old! I feel like I should get reimbursed for the work that was never finished!!

  Sincerely,
  
  **** *****

  Business Response

  Date: 06/26/2023

  We understand your concerns and want to provide some additional information about our leak detection service. We use the Leaktrac 2400 tool to ensure reliable and accurate results in leak detection. If you want to learn more about this tool, we invite you to visit the ******** website at [*****************]. Please note that the handle attached to the probe does not affect the equipment's performance, as it is simply a handle.
  We can assure you that two holes were detected and patched properly. The temperature was not a factor as we carefully acclimated the glue to the water temperature to ensure proper ***************** of the patches being traced to cut, and tech in the pool applying them are attached. The technician applied a small patch over the hole and a larger patch over that for added protection.
  It is important to note that our leak detection service is a one-time offering. We are pleased to hear that the customer was able to locate and repair the holes, but we would like to clarify that it is not within our scope to monitor the pool and determine how or when the holes occurred.  We can confirm that at the time of service our equipment detected no additional holes after the second hole was patched.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20136642
  
  I am rejecting this response because:

  Your customer service to very poor. I work in customer service and Im always trying to listen to the customer and finding a compromise to the problem! You do none of this! Can you send me a picture of the detection equipment that they used, because Ive never seen professional people put equipment together with a broomstick and PVC pipe. It also took me 4-5 hours to locate the leaks that I repaired, your people were only here for 1 1/2 hour, they kept saying they had another job to go to before the rain starts! Obviously you dont value your customers. Im also going to file a complaint with the office of consumer protection. 
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20136642
  
  I am rejecting this response because:

  Your customer service to very poor. I work in customer service and Im always trying to listen to the customer and finding a compromise to the problem! You do none of this! Can you send me a picture of the detection equipment that they used, because Ive never seen professional people put equipment together with a broomstick and PVC pipe. It also took me 4-5 hours to locate the leaks that I repaired, your people were only here for 1 1/2 hour, they kept saying they had another job to go to before the rain starts! Obviously you dont value your customers. Im also going to file a complaint with the office of consumer protection. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/21/2023

  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.

  I filled out an online form for liner replacement on my pool. One of the questions was if theres any decking close to the pool. They charge extra according to how much pool area is covered by decking. I only have 4 of decking next to pool and the chart they sent me in a email said they add 150$ for a quarter of deck, 300$ for a half deck and so forth. Up to 600$ extra if you have decking that completely surrounds the pool. My deck covers about one tenth of the pool and doesnt interfere with installing a beaded liner so I wasnt sure what to enter on the question form. I entered no decking with the realization that the absolute most that would be added was a 150$ extra fee according to their email. I also asked them to come out and do a pre check to measure the pool and look at the site. I was explained through a phone call that it was a 250$ fee but it would come off the cost of the job. And they would charge me a 5 percent fee for using a credit card which would be a total of 262.50$. I checked my credit card and I was billed 300$. I had no issues with that because I intended for them to do the job. Their representative came, measured side wall and took a few photos. He was on site maybe 10 minutes. He explained there would be a extra charge for having a small area of decking next to pool and I understood the charge. It was a few days later I received their final pricing through an email and now they were charging me 300$ extra for 4 of deck. Double what they initially said it would be. I tried calling and no one would answer. They did answer on their text line and she told me they gave me their old pricing sheet. I felt so betrayed and it is a overwhelming amount of extra money they added. I told them forget about doing the job and asked for my refund of the 300$ credit card charge. The only reason I agreed to the initial charge was with the understanding of what the total job would cost. You cant give a customer a quote and then double it later. Lost 300$

  Business Response

  Date: 06/05/2023

  On May 12th, 2023, the customer filled out our online form to request a liner change for their pool and provided us with details. We sent a quote based on the information provided via email. The customer then contacted us to request an onsite estimate so we could measure the pool and provide a list of materials needed. As per our policy, we charge a fee for estimates, which is applied to the job if it is completed within a year. We clearly explained this to the customer when they scheduled the appointment on 5/12/2023.
  
  On 5/16/2023, we conducted the onsite estimate and sent a new quote the following day, on 5/17/23. However, on 5/18/2023, the customer requested a refund,claiming that the fee for working around the deck had doubled. We investigated and found that the first quote we sent was from a previous year's template that had outdated deck fees. The original quote did not include a fee for the deck because the customer had stated on the service request that there was no deck near the pool. It was only during the onsite estimate that we discovered the deck. In order to maintain transparency, we list all fees associated with working around a deck on all quotes.
  
  We informed the customer that we would honor the $150.00 deck fee. Despite our efforts to resolve the issue, the customer still requested a refund for the estimate fee. We want to clarify that we explained the estimate fee and terms to the customer when they scheduled the appointment. 

• Initial Complaint

  Date:06/21/2022

  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.

  I hired C&D installers to install an above ground pool. The prices were a little high however they were paid. The job started on 6-7-2022 and completed on 6-13-2022. By 6-15-2022 we noticed to the water leaking from the pool. I contacted Cyndie,( the person I've been texting)on 6-17-2022 and again 6-20-2022 to let her know what happened and asked if her team could come out and look at what was happening but absolutely no response. The pool is not operable at this point

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 9, 2022/06/30) */ We have been in contact with the Purnell's, we do not know how the hole was put in the pool, but we have went ahead and purchased a new replacement liner and should receive it by 7-5-22 and we are set up to replace the liner 7-7-22 weather permitting , we dropped off a pump on 6-29-22 to drain any water out of the pool Consumer Response /* (2000, 11, 2022/07/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive a quick response. I am satisfied at this point.

• Initial Complaint

  Date:06/15/2022

  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.

  We hired C&D Installers to install a replacement above ground pool for us on 6/8. We purchased the pool through the The Pool Factory. Prep for appointment was done and we went above and beyond of what was required for us to do to prepare for the install. Make sure the job site was cleared and pushed back 2 feet so they can work as well as a open path to where the bottom of the pool would go. They installed the pool and left. We started filling the pool and two days later it was full. Come to find out there was a manufacture defect with the skimmer. The skimmer was manufactured by an injection molding process and the tool the did the injection left a perfect hole in the bottom of the skimmer. This hole was visible with the human eye. The part was not inspected before it was installed and therefor leaked when i filled the pool. I advised The Pool Factory and they sent a replacement part the next day. I contacted C&D Installer via their dedicated text phone number and advised them of the situation and the person advised there is normally a $125 cost to return to replace something but she could find out if the boss was willing to do something about the $125. that was 6/10. I sent a message on 6/13 and 14 asking for assistance in the matter and received no response. I called and spoke to both owners ******* and ****** Harmon. They were not willing to re-install the good part without charging me the $125. Something that was not my fault. Something the installer should have checked before it was installed, but it wasn't. If they found the problem, it could have been installed in a way that i could have done the replacement easily and not have to pay for more water or sewer charges. Instead, because they did not inspect the part they only way to replace it is to drain the pool down to 6 inches and replace the whole skimmer. They never offered me a break on the return fee or to waive the fee. The did not offer any options nor did they apologize for the issue.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/06/21) */ Contact Name and Title: ****** ****** II Contact Phone: XXX-XXX-XXXX Contact Email: ************************ We do have a $125.00 fee to return for any missing or damaged parts. This fee was explained in a quote we sent to Mr. ***** on 5/18/2022 and in a confirmation letter we sent when the appointment was scheduled on 6/6/2022. The defect in the skimmer was not evident at the time of installation. Mr. ***** found the hole once the pool was filled. We apologized this was not detected during the installation however, the return fee would have been the same if it had been. The $125.00 fee is at a discounted rate, the fee to install a skimmer is $250.00. We are happy to come install the skimmer for $125.00 fee. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) C&D and/or it's employees have NEVER apologized for anything, to me or on facebook. C&D continues to argue their point on my Facebook page and my review of their company on their Facebook. They have never reached out to me to apologize for not finding the hole in the skimmer, which is a crucial part of the pool. The have not done anything to try to make me satisfied with the installation. On their website it says "Our goal is to have every customer recommend us" That is a false statement. They have not tried to resolve my issue. All I wanted was for the owner to apologize for missing the defective part and come back out to install the new one. I probably would have agree to half the fee $75 if they offered but they never offered any sort of fee reduction or compensation. Now they are making false claims about the timeline of the events and telling me that I am slandering them. Their crew smelled like beer and Marijuana when they arrived. That is a fact. If they doubt me then have those crew members submit to a drug test. I would never make false claims like that. Consumer Response /* (3000, 10, 2022/06/23) */ ***Document Attached*** Also, per the quote I was sent prior to the job I was promised a patio block for my pump and filter and that was not provided or installed. I was this installed as promised Business Response /* (1000, 14, 2022/06/30) */ ***Document Attached*** We understand Mr. ***** has frustration with his new Pool Product, We are sorry that there is a $125 Fee to install his damaged part. We received this notice in the mail after the pool was installed.