Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased an above ground swimming pool from them last March. Was installed in June by their "contractors" who did an absolute horrible job! The entire pool is sinking, sand washing away, leaking, parts showing, etc. This is their responsibility to fix!! They refuse to answer my calls and messages telling to to contact said contractor "*********************" who also refuses to answer any of my calls. I want my pool fixed that wasn't done correctly or I want a refund!!! I have my payment confirmation and also a ton of pictures! I tried to upload but it keeps telling me an error has occurred.

  Business response

  05/04/2023

  The customer *********************** purchased a pool from us in March 2022 and the pool was completed in June 2022 from a contractor *** *******. There was NO ISSUES AT ALL for the remainder of the summer, it was not until April 2023 that she stated she had issues, We DO NOT install the pools it is a subcontractor who acts on his own behalf, he makes his own schedule and he gets paid thru me only as a package for the customer. ******** messaged me April 25, 2023 and I responded to her the same day and have answered every message. I provided her with numbers for other contractors.I also offered to go to court with her if she wanted to take him to small claims court. I explained we only sell the materials and in no way install them nor do we know anything about installing them. The contractor *** ******* is NOT on payroll and not an employee. I have attached all our correspondence for you to review so you may see I offered solutions and responded to **** *** every single time. Even when she inappropriately contacted me at 10:41 pm numerous times in a very aggressive way past our business hours. So her claims it is my responsibilty is false and her claims I ignored her messages is false as provided in my attachments. Please note I have 2 more attachments but your system would only allow 5. It is also stated all over our estimates that every customer receives. See below,
  Upon acceptance of this order a 50% deposit is needed to order the material and the balance is due upon delivery. Once ordered ALL SALES ARE FINAL. No refunds are issued on any pools, liners or equipment. We are experiencing high demand for above ground pools and liners so an extended back order time is expected. We cannot guarantee any delivery date as manufacturing is out of our hands. We will provide you a list of installers that will come out and assess the pool for site prep. All installation and quotes are at the discretion of the installer. Arete Pool Service is not responsible for the excavation or install of the pool. We are strictly the seller of the materials. We appreciate your business. 
   
  Thank you for your business! Check out our website www.aretepools.com and like us on ********. 
  
  WE LOVE REFERRALS !!
  Refer a friend and receive $10.00 off your next bill!
  
  I would like this claim removed from our file. Please contact me with any further questions or statements. Thank you 

  Customer response

  05/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  Seriously?? Have you seen the pictures?? Send another Contractor to my home!!!! I paid in full.. for supplies and INSTALL. You are responsible for a **** installation from whomever you sent 

  Regards,
  
  ***********************

*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. ↩