Complaints

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

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  Eastgate Pools & Spas

  685 Cincinnati Batavia Pike Cincinnati, OH 45245-1028

• 

  Eastgate Pools & Spas

  685 Old State Rt 74 Cincinnati, OH 45245-1028

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:06/25/2024

  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.

  Sold defective product knowingly fraudulent

  Business Response

  Date: 07/05/2024

  *******, my name is David B*********** and I purchase all of the casual furniture for Eastgate Pools. *** ******* purchased (2) Telescope Swivel Rocker chairs in October 2023. Chairs were sold as closeout due to Eastgate changing fabric colors for 2024. In the spring of 2024 *** ******* called the store saying one of the swivel rockers was making a noise when used. My furniture manager had *** ******* send a video on his phone which was forwarded to Telescope Casual, the manufacturer. Telescope sent out a replacement base. When the base arrived Eastgate went to *** ********* home and switched the base out. Later that day I believe it was, *** ******* called saying that the chair felt/sat differently with the new base. I pulled a new swivel chair frame from stock and had it delivered to *** *******.

  Sometime in early May *** ******* called once again saying he had a chair making a noise. I talked to my Telescope rep for this part of the country and Telescope authorized the sending of 2 new swivel rocker chairs for *** *******. (Copy of replacement order attached.) When the new swivel rockers arrived on 5/30/24, they were delivered to *** ******* shortly thereafter. On 6/25/2024 *** ******* called back in and said a chair was making a noise again. *** ******* was told that Eastgate was not going to refund the chairs as we do not feel at this point that there is any legitimate issue.

  That same day *** ******* reached out to the Telescope regional rep and Doug spoke with *** *******. While I wasn't part of the conversation, shortly after their phone call, *** ******* sent Doug a text stating that "the chairs were not making a sound right now. I'm thinking they are OK." (Copy of texts attached)
  

  Yet, this same day *** ******* files a BBB complaint????

  *** ******* has a history of warranty claims/returns going back to 1998 which could be documented if needed for this claim, but the reality is that Eastgate has made multiple attempts to help *** ******* on a problem that may not even exist, at least not now on the replacement frames Telescope had provided him. He told the rep as much in his text.
  

  I respectfully ask the BBB remove this complaint from Eastgate's record as *** ******* himself told Telescope that the chairs were fine.
  

  Thank you,

  David B***********
  

   

  Customer Answer

  Date: 07/12/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  **** *******

  chairs were knowingly making a tickic sounds when sold to us. The store and Telescope knew it did it as a matter of fact 

• Initial Complaint

  Date:08/17/2022

  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.

  On 5/15/22 we paid Eastgate Pools a down payment to install a ********* semi-inground pool. We were told that buying this pool instead of an above ground would allow it to be deck level. An installer was sent and he agreed to make the pool deck level, set the dirt close to backfill and then move the dirt to the wooded area. We were also told it would be installed by the first of July. I did not hear from them so I called and was rudely told "read my contract they had until July 15". Around July 14, I called again. The pool was installed on Sunday, July 24. An employee told the installer that he was not low enough. He ignored them. While setting the walls, I said its higher than my deck. He said "only 1 inch". He did not finish backfilling and refused to moved the dirt because he said he didn't have time and I would need it to backfill. We have carried over 30 five-gallon buckets and still not finished. The pool is 4 inches above my deck so the pool steps cannot attach. I have contacted the salesman who asked me to not file until the owner returned last weekend so I waited. The installer called on 8/14 and refused to do anything, stating that my pool would sink 2 inches which will still not be deck level and blamed the salesman. I was asked to wait until 8/17. The manager called and told me I could rebuild my deck. I cannot because 4 inches would put it above my doors. I asked him to re-install the pool at deck level as promised, backfill, and move the excess dirt (the same requests I've made in emails). He said he could not because that would require a new liner. We paid over $17000 for a pool to be deck level. What we received is a dangerous liability at 4 inches above the deck. If my grandchildren or anyone catches their foot on the 4 inch height combined with the narrow ridge it would cause an abrasion or broken bone. The 6 foot high dirt pile is also dangerous, the clay dirt with rock has hardened and a two year old already fell.

  Business Response

  Date: 08/21/2022

  My name is Chris S********r and I am the Store Manager and Project Coordinator for Eastgate Pools & Spas. I am writing in response to complain # ********, filed by ******* ******** of **** ******** **** ***** ********* *****.

  On May 15, 2022, *** ******** purchased a ********* Pool from us with an approximate date of installation of ‘early to mid-July, weather permitting’, not the exact date of July 1st as she states in her complaint. Due to many weather delays that affected many pool installations, a result of one of the wettest Mays in recorded history, her pool was not installed until July 24th, 2022. One of *** ********** complaints is that the pool went in later than our estimated date. In various emails with her salesperson, she intimated that she understood the weather delays, but that we had done a poor job of communicating with her about the delays. Part of our dilemma was that we found it difficult to schedule more than a few days in advance due to the weather. As such, we were at the mercy of Mother Nature. Could we have done a better job of keeping *** ******** advised? Probably so, and for that we apologize. The fact was that the pool was built less than a week and a half after the estimate from two months prior and we did our best to accommodate expectations.
  

  A primary part of *** ********** complaint is that she wanted the pool sunken into the ground so the top would be even with the level of an existing deck that was located 15-18-feet away from the pool. This location was discussed at the preconstruction site survey meeting with her that took place on May 27th, 2022, at her home. When the installer arrived to do the installation on July 24th, *** ******** elected to have the pool built approximately10-feet closer to the deck. Note that ********* Pools are hybrid pools engineered to go on top the ground, partly into a hillside, or in the ground. However, we would never promise an exact height where the entire pool is buried into the ground as we recommend that the top of the pool be at least 2.5-inches above ground level. This allows for access to the coping lip on the top of the pool. This is what holds the beaded liner in place and where the winter cover attaches. If it were at or below ground level or had a deck built snuggly up to it, proper winterization would be impossible. Plus, if any of the coping would ever need replacing, it would require that the deck be disassembled. So, her pool is approximately 1.5-inches farther above ground than what we consider optimal. The reason we could go no deeper is because we hit a thick layer of rock. The installer attempted to dig around it to get under it and lift it out. It was very large and could not be removed.
  

  Her other complaint is in regard to the dirt pile that was created. Her pool is huge—27-feet in diameter, and it goes into a hillside and is sunken. Yes, there is a big dirt pile. However, we never claimed we would remove it and it is clearly spelled out in her contract that we do not remove dirt. It is normally left in the immediate vicinity of the pool, but the installer moved it approximately 40-50-yards to the edge of a hay field to make it less of a burden for her. He estimates that the woods where she would like it is approximately another 100-to-150-yards or farther away. 
  

  Backfilling around the pool. We did this as best we could. Again, the pool was moved closer to the existing deck than was originally discussed at the preconstruction meeting. As backfilling occurs after the installation, we now faced a tight space where the Bobcat used for backfilling could reach. The installer was careful to not trample rose bushes that were now close and wasn’t informed that she planned to remove them until he was finished. Lastly, freshly replaced dirt will settle over a period of days, weeks, and even months. She will need some of the dirt for continuing backfill.
  

  A couple of points about our company and the installer: We waived a mileage fee to go to Dover Kentucky. Any job more that 25-miles from the store is billed at a rate of $5/mile after the first 25-miles. ****** lists the trip at 62-miles, thus with 37-miles billable. We could have charged her $185. Also, when she elected to move the pool closer to her deck, it turned 20-inch ‘Stage 2’ excavation into 38-inches of excavation. We waived this additional excavation charge of $540, too. In total, we waived $725 of expense we could have charged.
  

  If I may ask, when the new deck was constructed, why did she not have the carpenter build it to the height that would match what she wanted? I understand that there would have to have been a slight step up where the new deck meets the old, but would that have been more desirable? Again, we still recommend the pool be 2.5-inches above the deck, so the additional 1.5-inches could easily have been merged into the tie-in.
  

  Lastly, in the pictures *** ******** attached, she showed shots of her pool and two others. I have no idea where those other two came from. We did not build them or sell them for customer self-installation. 
  

  To reiterate, ********* Pools are hybrid pools that can be set completely above ground or to varying depths into a hillside or in-ground. Due to their engineering, they are perfect for sloped or sunken applications because the walls themselves serve as a retaining wall. But, as the coping rail needs to be accessible for servicing or repairs, and because the winter cover attaches to the coping rail on the outside edge of the rail, it needs to be exposed. In summary, ********* Pools are engineered and intended to sit above a deck or concrete lip.
  

  *** ******** has sent us emails detailing how beautiful her pool is and we sincerely hope she enjoys it. As a measure of our appreciation for her business and for good customer relations, we are willing to return to her home and Bobcat the pile of dirt to the front of her woods. If this is acceptable, please contact me directly. However, we must respectfully decline her other requests.

  Customer Answer

  Date: 08/21/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ********

  From the first time we went to Eastgate Pools starting in March, we stated we wanted a pool that could be made level with our existing deck.  During conversations with the salesman, manager, and installer, they all said that would NOT be a problem.  As you can see by the pictures, the pools can be at deck level, ours is not.  We told the installer he could place the pool 8 to 10 feet from our existing deck so he would have room to work.  He used equipment for surveying while digging.  He was told by another worker and myself that he was not deep enough.  He told me it would only be one inch above, it is not. I complained about the 1 inch to the manager immediately.  Little did I know it was really over 4 inches.  My husband and I were present during the digging and setting up.  The installer never hit rock that stopped him from digging.  It is true, I tried to say nice things about the pool.  I try to be polite.  However, the fact still remains that we purchased a pool to be deck level and it is not and it is a liability for someone to be injured.  I spoke with Chris on the phone.  He wanted me to pay to raise my deck 4 inches.  I reminded him that we could not which is why we stated numerous times we wanted a pool that was deck level.  And the salesman, manager, and installer always replied that with a ********* pool it would be NO problem.  He asked what I wanted and I stated for the pool to be re-installed at deck level as promised, backfilling completed and dirt moved.  He said he wouldn't because that would require a new liner. The installer asked where I wanted the dirt and I said the wooded area.  He said that was fine, but could he sit it close to backfill and then move.  I again was trying to be nice and let him.  

  Customer Answer

  Date: 08/30/2022

  I have tried multiple times, but the upload speed for even one document is too slow, so I received a Server Timeout error.  I will try to email them.

  I am sorry for the inconvenience.  Thank you for your help. 

  Business Response

  Date: 09/01/2022

  We stand by our original response position.

  Customer Answer

  Date: 09/05/2022

  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, reasons for rejection are included in my attached document.  Eastgate Pools has not adhered to the contract if their installer "hit solid rock".  According to the contract, we were to be given two options.  We have not been given those options. 
  
  Regards,
  
  ******* ********