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:09/29/2023

  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.

  Spent money with unique pool including the following: New pump New liner Many other attempts to get pool in a swim condition. They literally kept telling us different things to suck money out of us. We have paid them over $15,000 in their different suggestions to get pool working. It’s still not working properly and now leaks even more, never leaked until they began working on it. They scammed us. The guy that put the liner in did not do it correctly and liner is coming off the wall. When I called to get assistance he said to call the company that made the liner. He does not know what he is doing at all. Today they threw my pool cover on my driveway torn up. I guess this means they aren’t covering it at end of season even though they opened it. This is retaliatory on their part when I demanded that someone come out here and look at this terrible limner job. The cover is all torn up now and was not prior. I guess when anyone complains, they retaliate.

  Business Response

  Date: 10/23/2023

  In response to the complaint about the pool liner.  We installed the liner in early June of 2023.  At the time of the install the customer posted this complaint on our ****** Review.
  “I would give a zero but does not allow. We started using this pool company 2 years ago but pool has not ever worked for more than a few days. Bought new pump and paid for many services from this company after they “diagnosed” the problem but still can’t get pool together. Paid for a liner, they ripped the old one out 3 months ago and my backyard looks like a disaster because still no new liner which we paid for 6 months ago. If you want to get the run around and excuses but no pool working, unique pool is for you. This is how they left my pool and how it looks now!”
  We did take a down payment in the winter and told the customer that it would happen in the spring.  We did have every intention of getting to in by the end of May but it did not get installed until June 6th.  We had serviced this customer as a weekly cleaning customer in years past but after this review we did want to do business with them after the liner was completed. Once done the customer said it looked good and we got paid in full. 
  We did not service the pool over this summer and did not hear from the customer until late Aug or early Sept.  *** reached out and said the liner is leaking and asked if we could help.  I told her no, because we are not doing leak detection at this time and if it is a warranty issue it will have to go through GLI.  She did not like my answer and said she was going to contact the BBB.  She then said that we did not install the liner correctly.  I asked what was installed improperly and to send me photos.  She responded that she will sue us and post negative reviews on all social media if we don’t make this right. 
  A few days later after not getting any photos I wanted to see the pool for myself.  We had been storing the customers cover at our office, so I took that opportunity to return it to them and look at the liner.  I have attached the photos from that day.  I reached out to *** and explained that the liner looked fine but the pool was low on water and should not be left like that.  If the pool was leaking I advised her to call American Leak Detection to find the problem.  Pool leaks can be cause by several factors not just a liner.  Pool liner warranty covers seam separation but do not cover pin holes or tears.  See GLI Pool Products website for their complete warranty information. 
  Final though, we are not interested in doing business with this customer, their complaints are strange to say the least and they are not taking any responsibility for their own pool.  If we installed the liner in correctly, please send photos of the problem because at this point I still do not know what was done wrong.  The pool looked awesome when we left and I before and after photos.  Customer also thought so here is a quote I have on text from *** “Wow!!!! Looks beautiful!”  June 9th 2023.  

  Customer Answer

  Date: 11/10/2023

  This attitude that my complaints are strange to say the least is typical of these people and shows they have zero clue in what they are doing. Yes, pool looked great when he left. However 2 days later the pool dropped water level 2 feet below skimmers. Take responsibility for our own pool? We are not blue collar pool liner installers We paid them to put in the liner in. I’m not sure how this is such a difficult and confusing concept to grasp. Right now we are paying someone else to fix the sloppy work this amateur did causing leaks all around the lights.  We also wouldn’t trust you to work on a plastic baby pool. So no worries there, we just need our money back.