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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
When I purchased my pool, part of the package was the electric heater. The one Concord sells is called **** **** The heater is not working. Concord gave me a name for a technician, he says he doesn’t work on them anymore, says they shouldn’t sell them* **** *** has no techs in my area. They said local HVAC people can work on it. Tried numerous places, no one can. Even the tech that Concord uses said no one ca n work on this unit. I just want a working pool heater. I should not have to search the state to get mine working, or have to pay exorbitant prices to fix it. Concord sold it, and should take care of it.
Business response
05/24/2023
The ******* Heat Pump is the highest quality heat pump on the market backed by one of the most reliable manufacturers in our industry. ******* is one of the few manufacturers that offers factory service. They have always been very responsive The ******* heat pump is one of the highest quality heat pumps on the market and is backed up by one the most reliable manufacturers in our industry. We have done business with ******** for over 20 yrs. because they offer factory service by trained technicians stocked with a complete parts inventory for the product. Our position has always been to offer the highest quality service preventing our customers from dealing with local technicians that may not have the knowledge or parts available to fix the product quickly. ******* is reaching out to the customer today to schedule a service appointment. While they are not local ******* has always been very responsive and prompt with their after market service. This issue should be resolved promptly. Thank you. Rich f****** Senior Vice President Concord Pools and SpasCustomer response
05/25/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My complaint will be resolved if I have a working unit. The tech that Concord used to work on **** *** units said he doesn’t any more because they are not reliable and parts are impossible to get. If they were reputable and the best, as Concord claims, it wouldn’t take a report to the BBB to get something repaired. I have yet to see or hear from a technician for repair. Regards, ***** *******Business response
05/25/2023
This complaint is a bit puzzling as ****** from ******* spoke to the customer yesterday. The customer put a credit card on file with them yesterday to facilitate the repair as it is out of warranty being 6 yrs.old. They are following back up with the customer today to inform them them that they are scheduled for a service call Tuesday of next week providing a very reasonable resolution to this complaint. Thank you. Rich F****** Senior Vice President Concord Pools and SpasCustomer response
05/30/2023
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
06/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On April 30 2022 I attended a spa and pool expo held at the ******** *air grounds in Altamont NY. The expo was put on by Concord pools and spa out of Latham NY. I was interested in purchasing a exercise pool and put down a small deposit with the intention of going home and discussing it with my wife. I was told the deposit would be totally refundable. We chose not to make the purchase. Since then I have placed four calls to Concord Pools to get my money refunded. Each time it has gone to an answer machine, I left a message Each time. To date I have not received a call back or my refund. It has been more then a month now!!! Please offer any assistance you can. It's not a large sum of money. I am more upset that they haven't had the decency to return my phone calls THANK YOU **** ******Business response
06/08/2022
****** ****** was at our event on 4/30/22 and signed a contract for a swim trainer. He put $100 deposit and was supposed to come back to complete the deal the next morning. We called a total of 4 times between 5/1/22 and 5/2/22 to confirm his intensions. He did not answer nor return our messages during the event weekend. We have not since heard from ****** and our Director of the Spa Department nor Director of the Financing Department have heard from him asking for a refund.
We are happy to refund his $100 and will reach out to him to arrange accommodations since he clearly does not have the correct contact information for our organization.
Thank you for bringing this to our intention.
Customer response
06/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The respone from Concord Pools is totally FALSE. they did not contact me at all. I did however contact them later that same evening after attending the Expo and again the next morning thanking them for their time and informing them I was not going to complete the purchase. I have the text messages to confirm this. I finally heard from Greg P***** on June 2nd then spoke with him on June 3rd. to date June 12th I still have not received my refund.
Thank you
****** ******Business response
06/20/2022
We have spoken with Mr. ****** and have issued him a refund check.Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lack of Response & Service From: ***** *******Customer response
05/19/2022
Concord Pools has not fixed a broken part on the pool since last summer. It was supposed to be fixed before closing for the season but it was not. Concord Pools continues not to respond to emails seeking when the pool will be fixed. An appointment was set up to have the pool fixed in April of 2022. A technician was sent out and assed the situation, identified a second issue on 4/14/22 with the filter. The technician said he would talk to his boss, Bill D***, about next steps. Two unanswered emails to Concord Pools I am reaching out to the BBB to see if you can help get Concord Pools to fix the pool they constructed for the prior owner. The two issues needing to be resolved are fixing a split elbow in the fill line above the ground, the original issue and a new issue with the filter element that is less than 3 years opened up along the seams.
***** *******
Business response
06/06/2022
This is the first time I’m seeing this complaint. ***** *******’s pool is being opened today. The opening crew foreman has the proper fitting with him to repair the leak mentioned in Mr. ********s complaint. Our intent is to have Mr. ********s pool up and fully functional today absent something completely unforeseen. Please let me know if you would like an update on this after the pool opening.
Thank you.
Rich
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.