Complaints

This profile includes complaints for Tarson Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tarson Pools & Spas

  6061 E. Taft Rd N. Syracuse, NY 13212-3339

• 

  Tarson Pools & Spas

  4310 W Genesee St Syracuse, NY 13219-1938

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  Tarson Pools & Spas

  6071 East Taft Road North Syracuse, NY 13212

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  Tarson Pools & Spas

  6802 Manlius Center Rd East Syracuse, NY 13057-2937

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  Tarson Pools & Spas

  203 N Homer Ave Cortland, NY 13045-1041

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a replacement liner installed in our in-ground pool in May of 2022. In August of 2020 I noticed that there was a disc-like object protruding from the floor of the shallow end of the pool. I surmise a tool or fitting is trapped between the ground and the pool liner. As I am concerned that the trapped object will pierce the liner, I contacted Tarson to have the object removed and the area repaired as necessary. I was told that in order to perform the repair, the water needed to be drained and that it made sense to do so when I was ready to close the pool. I was advised to call them in September and they would send a repairman. I called repeatedly in September and was told that they were too busy and it would have to wait until October. In October, messages left on their answering machine were not returned. So I closed the pool for the winter. In April, I visited the N. Syracuse store to get the repair scheduled. Someone took my information and told me that someone would contact me later that day. No one called. I called and left messages that were not returned. In early May, I again called and left messages seeking the needed repair. Finally, on May 18, someone called and informed me that the repair need to be scheduled but no date could be provided. I need my liner repaired ASAP so that I can open my pool. It is typically opened by mid-May for use starting Memorial Day. This installation problem has been known to Tarson for over 9 months and is yet not corrected.

  Business Response

  Date: 06/10/2023

  There were not any recorded calls from Mr. ********, in the office, fall of 2022.    Perhaps he was calling the installation technician's number directly.   (???) He did call the office multiple times in the spring of 2023. The office did let him know that, liner repair and replacements are weather dependent and can not be "scheduled" weeks in advance.    The work was completed by June 1st, 2023.    

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a swim spa from Tarson Pools and Spas in May of 2022. The spa was delivered 6/17/2022 and installed. The first problem I had was the spa was delivered with 1 and 1/2 feet of water, leaves and branches. It took a few hours to clean a brand new swim spa. (I was given a filter for our trouble) On Monday June 20, 2022 Alan came to my home to demonstrate how to use the spa. I pointed out all of the error codes and the work that the person did when it was installed. We plan on putting a deck around the swim spa and we are not able to because the cover straps are so unlevel that they have to be removed leaving holes in what should be defect free. Alan took pictures of the spa and the straps that were placed. He agreed at the time that it was unacceptable. On July 18, 2022 I contacted Tarson because I had not heard back. The back panel had broke and needed to be replaced. They sent someone out to look at it and he saw the rest of the panels and called his boss. I waited from July -the end of September for the 1 panel to be replaced. I have repeatedly talked about the shelf that holds the cover up. It is not attached right and the cover weights well over 300 lbs I can not lift the cover if it falls. Tarson agreed to replace all the panels and fix the problem. I have called repeatedly to speak to a manager or owner and have not been able to. I am told every time we will have them get back to you. I have not been able to use the spa since august because the shelf if ready to fall off. What a waste of money. To spend a ton of money and have excuses every time I call. I am now on waiting for the other 3 panels to come in after being told in October they were on the truck. The back panel that was ordered in July was installed (not completely because he forgot the tool he needed) in October.

  Business Response

  Date: 12/05/2022

  We have a tech that will be going this week to evaluate the issue . thank you  

  Customer Answer

  Date: 12/06/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I didn’t receive any response from Tarson pools and spa until I contacted the BBB. Let’s see if they actually follow through   Regards,  ***** **************

  Customer Answer

  Date: 12/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Tarson pools did send a tech. He temporarily fixed the cover shelf. It is not a permanent fix. They have to wait for the panels they ordered in September to come in. They were on a truck in October and I have yet to see them. They have said they put a rush order in. I am not going to except less than half the work completed until I am happy. This has been since June. once all the work that has been promised is complete I will be satisfied   Regards,  ***** **************

  Business Response

  Date: 12/09/2022

  We have acknowledged the issues that the customer has stated and will keep her updated with the order of panels. As of right now, they do not have an eta of the shipment. I told her this earlier this week. Please let me know if there's anything else that is needed from us.  Thanks, ******

  Business Response

  Date: 02/17/2023

  On 2/7/23 James went out by himself to replace panels; it was windy, one panel was damaged with the wind. James thought the panel damaged wasn't needed. James did what he could and decided to come back out the following week with help. This was explained to *****, she told James it's very windy and understands. On 2/13/23 James went out with help to replace panels and realized the one panel that was damaged was needed. He finished the job with one panel left to be replaced. He spoke to ***** to apologize and tell her we will order the panel. The panel is ordered, and we have a confirmation, but we don't have an ETA on delivery yet. We will notify ***** with a delivery date as soon as we get it.  Thanks,  ****** ********

  Customer Answer

  Date: 02/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have attached photos of how the spa looks as of today. I was not able to attach all 4 sides. However the light is not reinstalled it is just hanging off the back by the pump side. The shelf for the cover has more unused holes than it should have the back wall where the pump is is bowing out. I spent a lot of money and I am not satisfied!  Regards,  ***** **************

  Business Response

  Date: 03/07/2023

  BBB spoke to business and the following was relayed: We are still waiting for the panel to arrive, we did rush order and when we return to install we will investigate and address the additional issues at that time. 

  Customer Answer

  Date: 03/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.. I have been waiting for this to be fixed for several months I will not accept tarson pools responses until it gets s fixed.  Regards,  ***** **************  

  Business Response

  Date: 04/04/2023

  BBB spoke to Don at the business and the following was relayed: I went out to visually inspect the customer's issues; needs a few additional parts previously unaware of. Some parts are here, rush order was put on additional parts needed. Expect within next two weeks. Once in, this will be prioritized. 

  Customer Answer

  Date: 04/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I am not accepting the business response for the following reasons: They have yet to fix anything. Tarson did send a manager out to look at the work that was done last. The back panel that was bowing was not even the right size and was put in upside down to try to make it fit. The strips that go on after the panels were too long on one end of the spa and too short on the side facing my driveway. I do not except waiting several months for this to be fixed. I have been waiting since June 2022 for this to be taken care of and have had no luck. I think tarson pool should be compensating me.  Regards,  ***** **************

  Business Response

  Date: 04/28/2023

  BBB spoke to the business and the following was relayed:  We have everything but one panel in and ready to install. We are scheduled to return to the customer's on May 9th and hope that everything will be in and addressed that day. If the panel is still not in, we will take care of everything else at that time. The panel was requested to be expedited, we are dependent on the manufacturer.

  Customer Answer

  Date: 04/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I will not accept a response from tarson pools and spa until all work is completed correctly. The work is not completed at this time.  Regards,  ***** **************

  Business Response

  Date: 05/30/2023

  BBB spoke to the business and the following was relayed: We are scheduled to return to the customer's on Friday, June 2nd. 

  Customer Answer

  Date: 05/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The swim spa is not fixed at this point. When tarson pools called last week they stated “ they don’t have the end yet but should have it by June 1st”. When the swim spa looks like it should have when I purchased it brand new I will close this case. I still feel as though tarson pools and spa should compensate me. They have not even offered. It has taken a year to get this fixed.    Regards, ***** **************  

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a inground pool from Tarson. They put it in in April of 2022. They destroyed my $14k hot tub when backfilling the pool. I have gotten little to no cooperation to exchange it or fix it. I have recorded calls and texts sent to the company each month for 6 months now and I keep getting excuses. They are fully responsible and they know it. I’ve spoken to the owner twice and he does nothing. I am handicapped and need this for therapy. I’ve been without it for 6 months. I would never do business with this company again. They are negligent and irresponsible! This needs to get resolved now. I am considering filing a police report. If their backhoe hit my car and totaled it, it would have been replaced immediately. This should be no different.

  Business Response

  Date: 10/04/2022

  BBB spoke to Robert at the business and the following was relayed:

  The subcontractor hired to backfill accidently hit the customer's spa. We did send an electrician out to address any safety issues and paid for that repair. The customer is able to use the spa as it is functional. We have been waiting for the material to have the acrylic repaired and the corner skirt is here and will be replaced at the same time.

  BBB also spoke to Joe (subcontractor) who stated customer is going to be contacted tonight to arrange a time and day to resolve.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid this company to install and complete an inground pool. So far, we have had to have two liners installed, two pumps installed, we have had several leaks in the plumbing, have had to wait weeks for the dirt to be removed, stated that there was to be no grading per town ordinance, which is not complete, have asked for wrinkles to be removed, have asked for sharp edges to be repaired , were told we were to be reimbursed for water wasted, begged for a brush that should have been included, begged for water tubes that should have been included, were told that as the backfill was being performed that it would be tamped down as the backfill was happening which was not done as we watched on our cameras,. Also, it was obvious that the original dig was too deep which caused the liner to split. Have pics. We know this because we watched them add dirt to the bottom of the pool before the second liner was installed. Tarson has ruined our summer and we are extremely unhappy. We feel we should be reimbursed in some way financially. We have asked for a discount back, but all we were offered was a 20% discount at their store. I will never purchase anything from them as long as I live. I hope you can help us as we feel we have been wronged in many ways. 

  Business Response

  Date: 10/04/2022

  We received a letter of a complaint from a customer, and I would like to address this. The customer’s name is ****** ****** and his address is **** ****** ***** *** ****** ** *****.  We are obviously concerned that this customer is so unhappy, but we have done our best to address all his concerns. This customer has unfortunately had some bad luck when it came to the build of his pool. Most of which were beyond our control. Construction of all kinds is messy and at times comes with some unforeseen complications. Most of which we addressed and rectified in a timely manner.     To begin, the liner had a manufacturer defect and separated at the seem during installation. We immediately reached out to the manufacturer and rush ordered a new liner which was installed immediately upon receiving it. When the new liner was placed, it did require more dirt to level the ground which had been washed away due to rain while sitting open waiting for the replacement liner. The hole was not dug incorrectly.     As for the backfill, we never tamp the back fill as it is being filled as to not damage the pool walls. The backfill is allowed to settle naturally and then is tamped down by whomever is doing decking, generally a Manson who will add additional fill if needed at that time.     As for the remaining dirt and grading, the dirt that is remaining after back fill is, (per the contract the customer signed), the customers responsibility to have removed. We inform the customer at the time of purchase of this, as well as the price of haul away. This customer asked to have some dirt left behind and then found that it was more that they needed and was allowed by the town for grading purposes. Our installer then went back to remove the remaining dirt for the customer.     As for the pump, again this was a very unlucky instance, and a manufacturer issue and we replaced the pump immediately upon notice of the leak in the pump. All other leaks in the plumbing were addressed even on a heater that the customer wanted us to install that was not a heater we supplied or have parts for, and we ordered the correct parts to ensure a proper connection for the customer which was above and beyond what was required of our installer.    As for the missing items, as soon as we were made aware of these missing items. They were gathered and the customer received them.    As for the wrinkles in the liner, the installer has been back to address these and at that time the customer was unable to point out where the wrinkles were, so that has not been addressed yet as to not interrupt the swim season as was informed that it will be addressed as well as the sharp piece that we have been made aware of. We are more than happy to offer compensation for water, and yes, we also offered a 20% discount on any products in the store for this customer, which would include any chemicals they would need.  We would like to request arbitration to settle this matter with the customer. I can send along emails to show our communication with *** to address his concerns through out the process. Thank you for your time. Best regards, Kelly G. 

  Customer Answer

  Date: 10/05/2022

  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,  ****** ******  I agree to an arbitration. We request that a representative from tarson pools be present, as well as theinstaller Ron, and the salesman jay.  sincerely ****** ****** *** ****** ******* *** *******

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/27/22 discovered salt chlorinator was broken (cracked, lights not turning on) called Tarson. 05/21/22 return call from Tarson Pools, scheduled repair appointment. J06/14/22, repair from Tarson, came to house, confirmed that the salt chlorinator and another part needed to be replaced. Ordering the part was approved. 06/29/22 called Tarson to check on the status of the ordered parts. Was told that the parts had not been ordered, because we had not approved the parts. They were told we had approved ordering the parts and the repair person stated he was going to order them the day he came to the house for the initial repair. She said he did not tell her. 07/06/22 call from Tarson that they were coming to do the repair on 07/ 13/22, they left a message. 07/07/22 call from Tarson that they were coming to do the repair on 07/13/22 and they requested my credit card information to guarantee the payment for the parts. 07/13/22 pool was repaired. 07/15/22 * *** * **** **** ** ****** **** ******* ********* ******** ********** ******* ** ** *******. I called Tarson to question the charge to my account and I was told they always charge to the account on file or require payment at the time of service. I requested and received by email a copy of the invoice for the repair. I called my credit card company and told them the Tarson charge was approved *** *** * ********* ******* **** *** ******** *** **** **** ****** *** *** *********** ***** ** **** *** *** ***** ** ****** ***** ** **** *** **** *********. 07/22/22 discovered a leak at the joint just below the salt chlorinator that had been installed by Tarson, called Tarson, left a message. 07/25/22, return call from Tarson appointment scheduled to repair on 07/29/22. 07/29/22 Chris came for repair. Parts were not damaged, Chris stated he did not know what caused the leak. 08/06/22 received a bill from Tarson stating the leak was not created by Tarson service. I should not have to pay this $124.20 bill.

  Business Response

  Date: 10/04/2022

  This complaint was handled directly with the customer before our department even read that this BBB complaint was filed. 1. IF she told the technician she wanted to have a new one put in, it was not on his paperwork.  IF this happened, we apologize for that.  One phone call everything was on track. 2. We did receive a call from ***** regarding the billing of this job.  She was questioning what was charged, never once stating she had an issue with her credit card.  She also never mentioned a leak during this call. 3 The new cell was installed on 7/12/22 and we received a call on 7/25/22 that it was leaking.  ***** states in her complaint that that the tech did not know what caused the leak.  Interesting because the technician had detailed notes on his paperwork that they had a leak in their filter head lid and that it appeared they attempted to repair that and inadvertently created a leak at the union.  His notes continued to say that he told who ever was there what to do for the issue.  They did not want to pay for this call.   A similar situation happened with this client in 2015.  We gave her, her desired settlement before we even read this complaint.  We will NOT be returning to this residence in the future.  If any other service companies would like to know more about this, feel free to contact us directly.