ComplaintsforC C Pool Builders & Service

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cc pools came to open our pool today. They didn't power wash, they didn't put the ladder or hand rails in the pool, and they didn't put the winter cover in the bag. All of which they claim they do. Everything was right next to the pool as I will put a picture of as well, but when I called, she said it was because the stuff was in the shed. The shed door was open and right next to the pool. My mom and nephew were here and said cc pools was here for 20 min tops. She didn't see any chemicals go into the pool, not even chemical bottles with them! My mom and nephew said they didnt power wash, which i have pics to prove. The returns were both facing up, which means there was no movement in the pool until we got home. They should know how to position those. There was also an o ring in the pump basket. They are a rip off!!! They want $316 for taking the cover off and flipping a switch to turn the pump on!! Not to mention...when I called to get answers and tried to work something out...the lady literally hung up on me. I wasn't nasty didn't raise my voice. Only shows u they are shady thieves.

  

  Business response

  07/17/2023

   

              In Response to Complaint: ********

                CC Pools calls all customers the day before their scheduled opening, to remind the homeowner to have everything needed for their pool opening laid out and ready. The customer’s ladder, handrails and winter cover bag were not laid out for the service crew. Therefore, they could not be installed nor the cover be put away. It is not procedure to go into homeowners’ sheds or garages to retrieve pool equipment. We also ask for power and water to be turned on. In this particular instance, unfortunately, the home owner was not properly prepared for their pool opening.

                 Not only did the homeowner not have all their equipment laid out, they did not have their power on. Our crew had to go down to the basement multiple times in order to get the power on, which is not protocol. Furthermore, the gate to the back yard was locked and no key was left for it to be opened. Our service crew went above and beyond by lifting the power washer over the gate. Then proceeded to spray off the pool deck, add chemicals and start the pump. All which is part of an opening.
  

                 The customers were not home; however, their mother-in-law was there, but was unable to help with these issues. For these reasons, not all pool opening procedures were able to be executed. This was due to the lack of preparation by the customer. We did speak with the customer in regards to their grievances. During that conversation our pool opening procedures were explained as well as, the reasons some procedures were unable to be carried out. Our explanation was negatively received followed by disgruntled response. Furthermore, CC Pool’s customer service is unaware of any call disconnection and apologizes if this unintentionally occurred.  

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As far as the build process and dealing with the actually workers that built the pool that was pretty good. Really no complaints. It's the after the build. And with in the year of the build. That we have a contract stating they warranty their workmanship within the first year which they do not. Let's start with them opening our pool. It was just under $500 to have them open it. This is listed on their website.... •Remove debris from immediate deck area by power washing Remove, clean, fold and store pool cover Reassemble filter, pump, pool cleaner Install ladders, rail, skimmer baskets and accessories Remove winterization plugs •Start-up filter system Light pilot on pool heater. Heater will be left off but ready to operate. Add start-up chemicals They DIDN'T power wash anything, they didn't add start up chemicals. One of my return jet plugs was at the bottom of the pool and the other wasn't even installed. We have a 20' X5' tanning ledge with a pocket for an umbrella. The plastic socket for that had heaved out. They didn't repair that. I did however not turn the breaker on for the pump. So they weren't able to start that up and vaccum. I dis that when I got home and realized that. I would have thought they would have called me to ask if there was a way to get it turned on foe them while they were there. Nope, no phone call. Oh and they will build a pool in your area most likely but not offer regular service. Telling you, that you are out of their area. But they will take your money for the build. After I come home and saw the open pool I noticed our Luna Quartz finish was in terrible shape, all through out the pool. The umbrella pocket has heaved. We have the Coverstar auto cover that was opening and closing crookedly. We immediately sent an email regarding all of our concerns. We played the email game with them for 2 months. With ZERO results. There is way more but not enough room to type it all

  

  Business response

  07/11/2022

  The attached bill shows our crew added the startup chemicals, after owner had discussion with crew, they did in fact power wash the concrete deck around pool.

  The customer was informed on the work order there was no power to the equipment when the crew was there and to call back when the equipment had power. The office also calls the day prior to remind customers the we are coming to open the pool and to be sure that they have all of their equipment out and ready and to be sure water and electric are turned on.

  With the work force lacking employees, we as a company have a shortage of service techs and cleaning crews which limits us to specific areas. It has only been in 2022 that we are not able to taking on any new customers for weekly service. *** ***** did not use our weekly service last year and took care of his own pool.

  The owner did go out to adjust the auto cover. With it being a new cover it is not unusual for them to need to be adjusted multiple times while the ropes are stretching. When owner was out to adjust the cover, the owner tested the chemicals and the PH level was 8.0. This should have been in range of 7.8 to 7.2.

  Per **** standards al the calcium was 150 which is well below the 200-400 range. These to parameters being off by so much will cause scaling.

  The owner did try and contact the customer several times from his cell phone (it does come up as a private number as customers will call him nonstop if they have his number) and also from the office line. The last time *** ***** called into the office after hours, he left a message stating he didn't want the owner to contact him anymore or to hear anymore of his excuses about how it was his fault that the pool had scaling due to water chemistry and that it was clearly faulty plaster and that he would be contacting his attorney. We have not contacted him since that message.

  Customer response

  07/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have attached copies of emails and water samples tests and more pictures of the pool finish. Unfortunately pictures don't do it justice. To really see the horrible finish it needs to be seen in person. They have failed in communication. They opened our pool on April 19th, 2022. As you can see from the attached files we emailed CC Pools on April 20th, 2022 of all concerns regarding the pool and specifically the finish. One day after them opening the pool. After a month of back and forth and ZERO resolve. We had nothing done. We then had an issue with a bubbler running water and filling up electrical conduit to the point where it was tripping a GFCI breaker. I have video of this happening. Then after I demanded someone come fix our pool immediately for safety reasons. Did they show up to try and correct issues. 
  The owner tried to say the waters chemicals were off creating scale build up. But yet they closed our pool in the fall and opened it on April 19, 2022, issues were sent to them on April 20th. And yet he states at the end of May 2022 the chemicals were off. But yet the finish is so wore down you can see rubber boot prints from the marcite contractors when it was installed. So if CC Pools closed it and did what they felt acceptable for the season. Then when they opened it and I brought the issues to their attention. How is it the chemicals were so far off that the finish shows rubber boot prints? 
  We signed a contract with CC Pools that all workmanship is guaranteed for one year from completion. All issues were brought to their attention with in said year. But the owner decides to wait until it's outside of the year to claim chemicals imbalance. Sounds to me like they are looking for a way out of their very own contract.
  Yes i said i will be contactong a lawyer if they dont stand behind their contract. With our proof they were notified with in the year. I did not tell them to stop contacting me completely. I told them to not bother calling me unless it is how they plan to fix our pool finish. We did not pay them $100,000 for a pool to have the finish look the way it does in less then a year. And is now only getting worse.
  i have also attached copies of water samples startng on April 26th, 2022. None of which show chemical levels so far out of imbalance to wear a finish down to the point it is at. Not to mention that the pool finish was at this point upon opening on April 19th, 2022. 
  Contacting the BBB is the last effort to get CC Pools to do the right thing. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible customer service. Used them last year, never knew if they would actually show up or if work was finished. Had them close my pool. Did an awful job. Just opened pool and it’s full of dirt because they didn’t put the cover on tight enough. Told me I would be charged extra to fix. Thought I would be treated as a returning customer this year. Requested someone come out and fix a pipe going to my valve that they messed up and received a carefree “we will get to it when we can.” Horrible business!

  

  Business response

  05/16/2022

  Please update the system ***** ****** does not work here anymore.
  
  Regarding the complaint dated 5/16/22. Attached are letters we send via email to our customers.  Weather plays a very big part in our business, If there is a torrential down pour or the temperatures are freezing we do not expect our employees to work in dangerous conditions.  We call the day before to confirm their appointment we ask for specific items to be left out by the homeowner for our crews to be able to open their pools.  We also tell the customer that if weather conditions are bad we may have to reschedule them for the following day.  We know that mistakes happen and occasionally a customer gest missed but we do try to make up for the issues. 
  We are no longer able set times that our crews will be there  because some pools taking longer than others but each crew maps out the most efficient rout possible for the day.  
  As for the closing last year, you had our most senior service tech out there that has over 30 years’ experience &  also installs our winter covers.  If there was a problem with the cover we would not have charged extra for the adjustment. Possibly our office staff misunderstood what the customer was asking for.
  As for his pool opening, which CC Pools did not do, the dirt in it has nothing to do with the pool closing.  As most pools owners know weather has a lot to do with how your pool opens.  Some pools take weeks to clear up & others open perfect & every year is different.
  I actually took this gentleman’s phone call; I did not say “we will get there when we get there”.  They are told we will put you on our service call sheet & when you are up we will give you a call.  They do have a choice not to go on the list.  We do not force anyone to stay on the list.
  Again all he has to do is call in and talk with our office staff to get this issue resolved. By going straight to BBB is not trying to resolve the issue.

*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. ↩