ComplaintsforEmerald Pools
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I filled a claim with my home warranty regarding our pool heater igniter needing replacement (the heater provided the error). The warranty company sent out Emerald Pools for the repairs but they would not come out without ** having to call the warranty to complaint. When they came out 2 weeks later, the tech did something to the heater and now it doesn't get any power. The tech left without communicating with us what he found or did. The tech did however send a report to the warranty stating we must have broke the heater because what he found was not normal wear and tear; he neglected to mention the heater powered up just fine when he came in, but no longer had power when he left. We found this out from the warranty company, 2 weeks after the tech came out, and only because we kept calling the warranty for to get a hold of Emerald Pools for repairs. We never went into the heater like the tech claimed, there is no need. That's why we pay for a home warranty. This company did not communicate with us at all until my husband cussed them out over text out of frustration. They only communicated then, by text, to respond they will be reporting his fouls language to the warranty. Emerald pools has horrible ****** reviews with similar problems with their tech reports and we would have never chosen their services had it been left to us, but the warranty company sent them. It appears, Emerald Pools takes jobs to get paid by the warranty for the initial visit, and then make something up to void the warranty and not have to do the actual job they were called out to do. Now, because of their fraudulent report, Emerald Pools has insured our warranty company not fix our heater.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.