ComplaintsforPool Store and More
Swimming Pools
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Complaint Details
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Initial Complaint
10/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 4/29/2022 we purchased a pool for a total of $24,580. Part of that price included a T55 Aquacal Heat Pump for $2,885. The pool was delivered in late May 2022 but the Heat Pump was not included at that time. We were told due to COVID and computer chip issues, that the heat pump would come shortly after. However, as of today, 10/11/2023, we have never received the heat pump that we paid $2,885 for. We have emailed, texted, and spoke to the Sales Manager, multiple times, starting back on June 27, 2022. I have asked that our money be refunded to us since the heat pump was never received. Every time we spoke he was apologetic and assured me they would be refunding us our money. Our last telephone call was on 8/14/2023. In that call he told me he would call his office immediately and then call me back. He did not call me back and has not responded to attempts to contact since. All I want is a refund for the product that they were never able to deliver. $2,885 is a lot of money and it is not right that they never delivered it and now won't refund us our money. I have copies of our invoice, shipping data, text messages with *******, proof that we paid for the heat pump, etc. The sales manager is the only person we ever had contact with. Any calls to the office have been unanswered and messages not returned. I'm not sure I am allowed to share the manager's name, so I will not disclose it at this time. His contact information is: Cell: ************ Office: ************ email: *************************** ************************Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 3-20-23 I ordered an 18ft round pool from American pool store and paid $6500 electronically. I talked to a guy named **** and he told me that they had one in stock and it would be delivered in a week. Two weeks later I called and was told they were having delivery issues and that it would be delivered that week. I kept calling every two weeks and got a different excuse every time. I even offered to come up and pick it up and he told me it was going out this week. After two months I told him to cancel the order and refund my money. He said he would but havent received it yet. After several calls and still not getting a refund he refuses to *************. This guy should be arrested.Customer response
08/18/2023
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received my pool but didnt get the pool maintenance kit I paid for. I spoke to **** and text him my request as per our agreement. Every time I call about it I get told he has to talk to factory. My biggest problem is with ***************** the installer he sent to install my pool. He claim the money i sent him got stolen from his Cash App account. Hes already paid in full. 1/3 to start, 1/3 to dig and final 1/3 when water get put in pool. Too bad the water was put into pool before the skimmer and pool pump was installed. Now I have green water and no way to clean it as well as a mud pit because he didnt do the back fill he was supposed to do. Job was started ion May 04, 2023 more than enough time for job to be completed and maintenance package delivered. I didnt want to pay him because I thought he would leave because he got paid. The only reason I brought my pool from Pool Store and More was because their ad said they have local installers in my town ??? To find they only have ***************** from ************** doing all their installs. I just want my maintenance kit, for Rich to clarify installer willing to work in the listed areas. ( not only are you paying for install, youre paying for his help, gas, hotel, food and he weasels you into paying for equipment. I want my job done.Initial Complaint
05/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We bought a pool from pools and more from a guy named rich tambarino who sells hydra pools. 1. My pool is not the correct demensions, or the correct layout that I ordered. 2. I did not receive my pool in the 30 days I was promised instead it arrived 4 months later. 3. I did not receive all the the parts I needed. 4. The liner I ordered was first off not the one I ordered. But will also not fit as the pool specs are off. Hydra pools refuses to deal with me or send me the parts I need or the replacement liner for the one they sent us. Insisting I deal with the seller who will not return my calls and has lied to us profusely.Initial Complaint
04/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased Spazzio ****, paid $5000.00 on 04/30/2022, for fiberglass pool. Informed would receive withiin 2 months. This is now April 12, 2023, almost one year later, no pool, no refund, and now no communication. Emailed and texted and called. ************************* @ ************ sold the pool, sent texts saying would come soon. Now, *** answers his phone, stating they will follow-up, but have not. Email **** said was the owners, will not respond @***************************. Obviously, this company is a fraud and yet has been held accountable. This needs to stop.Customer response
05/07/2023
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********. The business fraudently takes money from people promising them goods and does not provide the goods. This is stealing, and fraud. They continue to operate without any ramifications. This is unacceptable. I want the BBB to take action.
Sincerely,
*************************Initial Complaint
04/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
04/26/2022 I ordered a swimming pool online from The Pool Store and More, I was called and then sent an email invoice 04/29/2022 and told I needed to make a $5,000.00 deposit and the balance would be due upon delivery of the pool. They sent a link for the money transfer which went through 05/02/2022. I was told it would be 6 to 8 weeks before the pool would arrive, after 12 weeks I contacted them and was given an excuse and waited and waited and called and emailed until it became apparent that I was not going to receive the pool. I requested a refund of my $5,000.00 and they no longer respond to my attempts to contact them.Initial Complaint
03/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We contacted Pool Store snd More June 2022. Ordered a pool and paid them $5000. Poo was supposed to be delivered in ************************************************** December . Cant get the pool I ordered and gave us 2 choices that I could get immediately. Paid the balance a that time , $16,000. ****** reached out to us since . No response from Rich. Still sitting here with no pool and no refund . $21,000Initial Complaint
03/14/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I Purchased a pool on April 13, 2021 for $14,775 and was told it would be 6-8 weeks for delivery.I called every month after but was told to be patient and material is backed up.In October 2021 I texted ***** (in charge of sales) and was told to wait.In November 2021 I texted ***** but was not responded to.In Dec 2021 I texted ***** and was told it would be very soon for the pool.In Jan 2022 I texted ***** and was given *************************** (the owners) number but he never responded.In March 2022 I reached out to ***** on the 12, and 16th and heard back on the 17th that the pool I want keeps getting delayed because the styrofoam being delivered is unusable. *************************** and ***** got on the phone with me and began offering a different pool. I told them I would think about it.On March 19, 2022 Rich emailed me pool options.On March 24, 2022 I emailed Rich back stating that I would like to cancel my order for a refund.I have never heard back from Rich since after many texts and emails. The company did not respond to my lawyer either and I am still waiting on $14,775 to be returned. There are others who have been scammed by them as well and we truly need help in investigating this company and getting our money returned. Thank you.Customer response
04/08/2023
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********. It has been 2 years since they took my money.
Sincerely,
************Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a pool along with everything needed to complete the pool package. I also ordered the AquaCal 75 pool heater. It was all paid for in full March 25, 2022. I eventually received the pool after speaking to the manufacturer of the pool on June 14, 2022. I was informed by *****, the salesman for Pool Store and More, my heater would ship 2 weeks later. When speaking to the manufacturer of the heater, I was informed the chip for the heater was not available but was expected late summer. When speaking to them again in late September of 2022, I was told the heater was available and ready for purchase. I then started calling ***** with no response. I texted Rich the owner with no response. I talked to ******** in customer service and she assured me several times she would notify ****** had not received the heater. Ive emailed the company on their website with no response. The heaters cost is $3,455.00 that I paid for March 25, 2022. They no longer answer my calls. I want a refund for the heater I paid for but didnt receive but unfortunately they are not available to request it.Initial Complaint
03/09/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
The amount of $20,625.00 was paid to POOLS AND MORE / IMG DISTRIBUTERS **** in May 2022 for the purchase of a pool. It has now been almost one year later and I never received the pool. I have attempted to contact this company repeatedly during the past 6 months and have not received a response to see if I can receive a refund since a pool was never sent to me. This company is an online scam and should be investigated as an online scam in order to face criminal charges. My hope is to find other consumers who had similar experiences to file a class-action lawsuit for damages.Customer response
04/03/2023
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********. I have not received the pool components including the liner, mineralizer, and filter. My requests for information has gone ignored regarding these items.
Sincerely,
*****************************
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Customer Complaints Summary
41 total complaints in the last 3 years.
2 complaints closed in the last 12 months.