ComplaintsforHatteras Pools

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pool has issues that need to be evaluated by the company. The issue was identified by the guy who does the maintenance and cleaning of my 5 year old pool. I contacted ***************** last year. He wanted to wait until it was warm so he could get in the pool. I have texted with him all summer. He is four hours away so did not want to drive here for just my pool issue. My neighbor has an issue with the pool she bought from hi and is having the same issue getting him here. He does not have a rep here anymore. He now wants me to pay a surcharge for him to come. Then he wanted to make a deal with him that if he found the issue was non warranty, I would pay him a surcharge. He then told me he was willing to help, but I was a disappointment as a customer. In texting with him over the summer, he has told me that what I was seeing was likely psychological. Hes said that people who have given him bad reviews or reported him to BBB are psychotic. He has said that the salt system has probably damaged my pool. He has told me that he does not want to do a favor for me, which is repairing gelcoat, because I am cheap and nasty. (I dont even know if it is a gelcoat problem.) He is demeaning and unprofessional. I have all of the text messages between us if you need those. I dont know what the issue is with my pool, but I need him to at least look at it. At this point, I dont see him being honest enough to give me an honest explanation of the problem.

  Business response

  10/05/2023

  The cosmetic issue that this client has with her pool is not covered by anything in our warranty. When I asked her to pay a small fuel service/charge for my driving four hours down there to address this, she got very angry and demanding with me. I only responded to her the way she was treating me. She thinks that a four hour ride each way is something that I should be glad to do for free with no reimbursement. I usually do these kind of small cosmetic repairs as a courtesy to clients but she has been very demanding and demeaning in her conversations with me. *****************/Hatteras Pools

  Customer response

  10/08/2023

   
  I am rejecting this response because: see attached texts between ***************** and me. He has never seen the issue so he has no way of knowing if it is cosmetic or not. I don't know either since I am not a pool expert. My pool guy is though and he has never seen anything like this. That doesn't necessarily mean that it is not cosmetic, but *** or someone from Hatteras pools needs to at least look at it before deciding that. I don't trust him at this point to make a truthful determination. The warranty covers the gel coat for 7 years. If it is in fact the gel coat that should be covered. Again, he does not have a rep in my area anymore. I understand that but when I bought the pool, there was nothing about an additional charge for him or anyone from his company to come and evaluate a potential issue. My neighbor is having the same issue with him. I have encouraged her to make a complaint too. He is just as nasty in his response to her. 
  
  

  Business response

  10/17/2023

  First of all, I would like to specify that I never reacted to this client in any other way than she acted toward me. Im sure I told her that the such a little bit of gelcoat damage in her pool could easily be fixed and that I would be happy to do that as a favor but not as a warranty item because it is not a warranty item. I also told her that I would do it when I was down in that area and had a couple of things to accomplish at the same time. That time frame did not suit her and she demanded that I come right away so I told her there would be a travel surcharge for the eight hour ride I was going to take to come and work just on her pool. She felt like compensating me for the eight hour ride was out of the question for her. Evidently shes relying on her pool maintenance guy for advice about something that hes not that familiar with. My dealer down in that area only does installations and cannot do cosmetic repairs like she wants done. I fully assured her that there was nothing structurally wrong with the pool and that this was completely a cosmetic issue that would not keep her from using the swimming pool as intended. I pride myself on taking really good care of clients  but something this trivial did not require an expensive death march down to the beach just a suit an ****** demanding client.
  *****************/Hatteras Pools

  Customer response

  10/19/2023

   
  I am rejecting this response because:
  As I have said in my two previous communications with BBB, he has NEVER seen my pool so has no way of knowing what the issue is or looks like. My pool guy sees my pool every two weeks and has seen it and watched it get worse. Did anyone review the thread of texts that were sent with my last response? That shows all of the communication. You can see exactly what was said and by whom. Again, my neighbor has an issue with her pool that she is trying to resolve too so there are at least 2 customers within 1 block that need at least an evaluation in person with him. 

  Customer response

  10/27/2023

   
  I am rejecting this response because:
  As I have said in my two previous communications with BBB, he has NEVER seen my pool so has no way of knowing what the issue is or looks like. My pool guy sees my pool every two weeks and has seen it and watched it get worse. Did anyone review the thread of texts that were sent with my last response? That shows all of the communication. You can see exactly what was said and by whom. Again, my neighbor has an issue with her pool that she is trying to resolve too so there are at least 2 customers within 1 block that need at least an evaluation in person with him.
  
  

  Business response

  11/19/2023

  When this client demanded that I come down there with no other clients to attend to, I merely told her that there will be a fuel surcharge for that. She did not want to pay that so I did not go down there this summer. *** never refused to have a look at her pool but I just wanted to do it when I had more than one thing to do because it is a 4 hour drive down there and four hours back. She claims to know a bunch of people around there that have pools that need to be looked at but I have no confirmation of that. Her expert pool maintenance person evidently knows more about swimming pools than I do because Ive only been in the business for 30 Years. I was still planning to go down there and have a look at her pool but it probably wont be until next spring.
  *****************/Hatteras Pools

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17, 2022, I met **** with Hatteras Pools to give a deposit check of $30,000.00 to install a replacement pool and was told that it would take 3-4 months to complete the full assignment once the pool arrived. After the pool arrived, the owner (***) of Hatteras Pools came to get a 2nd payment of $15,000.00. Per our discussion, the pool should have been completed no later than November. My backyard/pool area has not been touched since August/September of 2022. The company refuses to contact me with any updates or statuses of the pool. When I reach out for an update, I told they are waiting on inspections, or someone is ill, etc. and there's no more communication until I contact them again. My HOA has contacted me a couple times in regards to my fence still being down to my backyard. I even had a hearing with them to explain everything even after asking the pool company to please come and reassemble my fence until the pool is completed to avoid HOA fines and that was ignored and hasn't been done yet. Now there are cats that have made a whole in the plastic temporary fence who is getting into my back yard and I'm afraid that they are going to get into the open/uncovered pool that is full of water (that the pool company left uncovered and filled with water) and I do not want them possibly clawing my outdoor cushions on my furniture (hence while I have no animals and a fence to my backyard). Also my front yard and back yard needs to be repaired from machinery damage after spending money on landscaping costs prior to the damage and my brick walkway leading up to the pool area in the back yard was removed without my permission (after explaining to *** that I only wanted the concrete around the pool area removed) and needs to be replaced as well. I will include a pic of my old pool with the walkway leading up to the pool and what it use to look like prior to the replacement pool partially install. I was there until the last day or so being seen.

  Business response

  04/07/2023

  See attachment 

  Customer response

  04/11/2023

   
  I am rejecting this response because: *** is not telling the truth.  I have attached documents where the pool has failed the final electrical & building inspections to get the complete status on the pool.  It did pass the rough electrical inspection.  *** never contacts me (his communication is horrible).  I have correspondence via texts that I can also provide where I always have to reach out to *** for pool status and sometimes he may respond and sometimes he may not.  The last one I texted for status on March 27th at 2:13pm.  He responded at 11:02pm "my electrician is supposed to be getting in touch with the county to coordinate doing whatever they want to pass the inspection.  I will touch base with him tomorrow and let you know what I find out."  As of today (April 11th), I have not heard back from *******  I'm not sure why the insurance claim & cost of the pool is an issue.  When I told him the amount of the check, he assured me that was not a problem and he could replace my pool with no problem for that amount.  I even told him we can do away with the spa and do "all pool" to make it work.  It is not my issue if he has incurred more expenses.  I was also told by his worker, ***********************, that once the pool arrived it would only take 3-4 months for it to be completed.  It will be a year in June (since this project started).  At this point, my request would be to remove the pool and refund me my money, replace my brick walkway that was removed without my permission and my fence reassembled.
  
  

  Business response

  08/02/2023

  We have been in contact with this client and have been in the process of finishing her pool project. The only thing left to do is to just clean the pool and Ive got a timer for her as a convenience. That should be done by the end of next week. *****************/Hatteras Pools

  Customer response

  08/02/2023

   
  I am rejecting this response because:
  

  *** continues to be dishonest.  Yes, there has finally been movement with the pool (after a year of installing it).  After finally passing a partial inspection, the concrete guy came out to pour the concrete around the pool on Wednesday, July 12th.  I was told by *** (after inquiring about a finish date) that the finished project would just be a matter of a few days once the concrete was in place.  Here we are three weeks after the concrete has been in place and still no finished project.

  As far as the timer, It is not a "convenience".  He removed/displaced the one that was previously there.  Therefore, he HAS to replace it (NOT conveniently give it to me).  I'm assuming once everything is completed, per the Mecklenburg ************* of zoning and permitting, it still has to pass the final inspection which I will be sure to follow up on because there has been a lot of untruths from *** when it comes to telling me that inspections passed when I had to find out they really didn't after calling the Mecklenburg *************.

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

  
  

  Business response

  08/17/2023

  This response was provided verbally to BBB.

  We have been in contact with this client and have been in the process of finishing her pool project, It will be completed by the end of month.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a Hatteras Pool installed in September 2020. We were not able to get in the pool after the entire process was done mid October 2020. In March 2021 we started seeing cracks and chips in the bottom of the pool in multiple locations. We contacted the installer who said the manufacture, Hatteras Pools, would have to come repair. Someone came in June 2021 and slapped some material on the bottom that didn't match or stay in place and left. We again informed the installer the repairs were not acceptable or done correctly. Hatteras Pools is not honoring their life time warranties of their pools. We have had zero communications regarding any further repairs. We have had this pool less that a year and the bottom looks like it it 10 years old with lots of abuse.

  Business response

  09/22/2021

  Business Response /* (1000, 13, 2021/09/21) */ I personally made two 4 hour trips down to Conway South Carolina to work on this lady's pool. The entire issue in the pool is just a couple of small cosmetic gelcoat issues there are the size of half a one dollar bill. I told her going in that it is impossible to color match these blue dark colored pools. In spite of that she demands that the pool match perfectly when it cannot be done. Our warranty absolutely states that the pool will always hold water and be swimmable. It does not state that every square inch of the pool will remain perfect forever. This person has an unrealistic expectation about a pool that she ordered in a color that cannot be easily matched. Joeb****/hatteraspools Consumer Response /* (3000, 15, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repair man has come twice to do the repairs and they are not as he stated "small cosmetic gelcoat issues" that are a "half dollar in size". The repairs that have been done are sloppy and do not stick to the bottom of the pool. The material is smeared all over the area where the chips and cracks are located. This pool began chipping and cracking before anyone was even in the pool. We do expect the pool to be made whole again or we will pursue to have a rebate for an obviously defective pool. This repair person is rude and condescending to the customer and he will not be allowed back on our property. I have enclosed pictures of the latest repairs, which you can obviously see are larger than what he described. He is not telling the truth. Business Response /* (4000, 18, 2021/09/22) */ I'm very disappointed that the homeowner thinks that I am an incompetent liar. All I tried to accomplish for her was a repair in her pool. When I explained to her why the color was not going to match because the pool is over chlorinated. I assumed that she would understand my explanation. Our warranty states that we will make the pool watertight and swimmable. That pool is watertight and swimmable. Her pool is absolutely beautiful and completely usable. Joe B****/Hatteras Pools

*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. ↩