ComplaintsforPool Town Inc

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pool Town has been totally unresponsive to our problem. Even after a senior rep visited our property, we were not contacted this spring as promised. Beside several emails to this senior ******** response. Pool Town continues to promise and not deliver. Terrible company to deal with after the build. There too businesses I feel chasing new I stalls and not taking care of a pool that's only entering it's 3rd season.

  Business response

  05/22/2024

  We are deeply concerned about the review left by our customer, as it does not accurately reflect our extensive efforts to address their concerns. Prior to our senior representative visiting their property, we had a technician address the issues by caulking and sanding imperfections. We acknowledged that after this work was provided, that unfortunately the caulk became bleached from sun exposure. We then sent a senior representative. Upon his arrival, he suggested replacing the patio and coping, which the customer declined due to local regulations, which pool town would have taken care of. Despite the work not being under warranty, we offered additional solutions, including using marine-grade caulk and painting the coping, which the customer declined during the pool season. The weather at the end of the year was not cooperative and the customer did not want to leave the pool open for an extended amount of time, so we rescheduled for the spring. We have continually sought to remedy the situation, even scheduling work post-season, but received no confirmation of their pool's opening this spring as they opted not to use our company. Our commitment to resolving this matter remains strong, and we prefer a long-term solution involving patio replacement to ensure customer satisfaction. 

  We are willing to replace the patio at no cost to the customer.

   

  Customer response

  05/28/2024

  After speaking with our vendor and reaching an agreement, I am requesting BBB to remove all posting regarding my complaint with Pool Town as I have agreed with them to do so. Complaint ID ******** Please advise of what further action from me required to remove.
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Pooltown started building our pool in October 2022 and was not completed until May 2023. From start to finish we had issues with getting a response via text/email/calls. The pool was opened and not cleaned for 3 weeks. They had to do the first cleaning in March as they put the project on hold for the winter months. They never called when they didnt show up which was multiple times. They kept scheduling days and weeks and would never come. The concrete sub contractor laid our concrete and we had big chunks missing from the sides. It took about a month to get that issue resolved as the contractor kept telling Pooltown they would come on X day and didnt show up, or that they thought that someone already came out. The pool was completed and up and running for **** and half of July. We received a notification on our app that said No Water Flow Flowsensor. We contacted the pooltown manager as weve only had use of the pool for a month before having an issue. We also never received any type of manual for the equipment so there is nothing we can reference. He looped another man from pooltown in on the message and never received a response. So we call Excel which is their warranty. We had to file a claim and it took 4 days to get someone out here. They came for 5 mins, provided no communication, as three of them stood there looking at the equipment while they talked and vaped. Within 30 seconds of them leaving the same alert shows up on the app. We call excel back and the woman who schedules the techs to come out isnt in and they cant get us on the schedule until shes in sometime next week. Our pool is green and unusable because both Pooltown and Excel have our ****** dollars and have no urgency to assist their customers. We are currently still waiting for a call back from Excel manager. Pooltown, their contractors and now warranty have done little to assist with issues.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told verbally that if I use their pool service business for closings, my underground pipe warranty would renew every year. I did my first closing and asked for documentation supporting the warranty renewal and over a few weeks they have been unable to produce anything. During the opening they failed to fully test the system and set it up wrong as per their website next steps for a pool opening.

  Business response

  05/23/2023

  If ****************** was hired to winterize the pool then that means that the all the underground pipe is protected against freeze damage.

   

  Customer response

  05/23/2023

  
  Complaint: 20093741
  
  I am rejecting this response because:

  Where in writing is it that it is renewed. A verbal contract for damage that can be in the thousands is not acceptable in any business transaction.
  
  
  
  Regards,
  
  *******************************

  Business response

  06/20/2023

  Pool Town's warranty does not cover freeze damage.

  The pool should be properly winterized to ensure that the freezing temperatures in the winter will not affect the plumbing and equipment of the pool.

  Pool Town does not offer winterizing services and recommends that the customer hires ****************** who has a proven record of properly winterizing pools and guarantees their work.

   

   

   

  Customer response

  06/21/2023

  
  Complaint: 20093741
  
  I am rejecting this response because:
  
  I require a letterhead document of what the warranty covers and does not cover. 
  
  Regards,
  
  *******************************

  Business response

  06/21/2023

  What the warranty covers and does not cover is listed on the customer's contract with ********************.

  Customer response

  06/21/2023

  
  Complaint: 20093741
  
  I am rejecting this response because:
  
  Please let me know what section. I could not find anything discussing the underground piping and the renewal awarded when we use ****************** for closings.
  
  Regards,
  
  *******************************

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided it would be worth installing an inground pool in the backyard if we could use it for an extended period of time during the year with a heater, and also with a diving board for teenage boys. Pool Town installed our pool, was very difficult to work with and unresponsive much of the process. When it came time to install the diving board, the ***** refused to do it, and Pool Town did not require the ***** to do it, and ended up coercing us into agreeing to not have a diving board installed or else they would not continue through the steps of the pool finalization process. So Pool Town did not adhere to our original contract. This is now the least of our problems, because once the pool started becoming functional, I realized that the heater was not working properly to heat our pool. We tried to heat the pool for 4 full days during a warm week in September, and it didnt get above 74 degrees ever. Through numerous emails, texts, phone calls, and driving over to Pool Town a few times to try to get some attention to this serious matter of our heater not functioning, there is no concern from PoolTown. No solution or offer to do a thorough review of the heater mechanics and installation. We are now left with a pool which doesnt heat up, we even have an attached spa which Im not able to heat up properly to use when its cooler out. Weve spoken to dozens of our friends and neighbors with pools, and not one single person has any issue with heating their pool within a very reasonable timeframe such as 1-2 days, no solar blankets or anything else required other than turning the heater on. PoolTown are not standing by their work and we now have a pool that is not able to be heated properly, nor the diving board that wed originally had in our contract. The customer service woman even screamed at me a few times and hung up on me. Pool Town takes your money, holds the progress of the pool being finalized hostage as they refuse to deal with the problems.

  Business response

  11/11/2022

  I have been overseas returning to the US tonight. 
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The project is installed but they failed to deliver the rest of the items I purchased. Most were to be delivered on a date and that came and went with no update. The pool is to be cleaned once by them but they did it before construction was complete now there appears to be some substance I cannot remove from the liner. I cannot clean the pool as they have not provided all the equipment for this. I received a verbal garuantee the pool will be done by May 30, 2022.Communication has been horrible and I don't even know what next steps are to gain my ** for the pool. I can provide a list of items owed upon request.

  Business response

  05/26/2022

  According to our records our Service Manager visited the job site yesterday and provided the backordered vac pole. 

  We will be making sure all items are delivered ASAP.

  Customer response

  05/27/2022

  
  Complaint: 17252656
  
  I am rejecting this response because:

  I am still missing the safety rope, there is mortar adhered to the liner and stuck in the skimmer. I need the collars for the safety railing and one of the shooters cannot be screwed down all the way due to concrete in the threads. also one of the jets does not spin after several attempts to fix it.

  I still have not received my cover or a quote to upgrade the cover.

  
  
  
  Regards,
  
  *******************************

  Business response

  06/08/2022

  Phase 3 scheduled to go this week to do put escutheons on shallow end rail and to inspect and/or replace the spinning jets he says are not working. They will also inspect the "substance" on the liner. i called Mr. yesterday and left a message updating him. The other issues (cracks in concrete, cement stuck in shooters, and grading issue) are still being worked on. 

  
  

*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. ↩