ComplaintsforPool City Inc.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new liner for our 33’ above ground pool from the Pool City store in Cranberry Twp., PA. When purchase was made we were made aware that if the liner fails when filling the pool we could get $700 reimbursed to us in form of a gift card. On May 15th we had the new liner installed and the pool was filled with 24,500 gallons of water. ($1,600). The next couple of days I noticed the water level was going down and by the next weekend my pool was completely empty. Turns out there was a bad seam in the liner at a point where floor meets the wall. The installers did get another liner ordered and installed the second new one. They cut out the section with the bad seam and took with them. I stopped in to the Cranberry store Saturday, June 8th and spoke to the manager Guy about water reimbursement. He gave me an email address for customer service to send copies of receipt for water. Today, June 11, 2024 I received an email from pool city stating the (per policy) do not reimburse for water trucks but in this case they would mail me a $300 gift certificate. They sell a faulty product that has cost me $3,200 in water and only want to give me $300 to spend in their store. This was not the result of an Installation mishap or anything, but was a faulty product they sold. They should stand behind the products they sell and when a bad product is sold the least they could do is reimburse the one filling of water as it was nobody’s fault but the product.

  Business response

  06/12/2024

  The customer purchased a replacement liner for their pool and it was installed, deemed faulty, and was replaced under the manufacturer's warranty. The manufacturer's warranty does not cover labor charges, water loss or chemical loss. A new liner was installed for the customer at no charge, and per the prep guide that the customer signed at the time of the sale, they were offered a $300 gift certificate. 

  Pool City Customer Service 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this Sundance spa from Pool City Feb 13th 2023. They delivered the first spa and it was cracked. The delivery person said he would have to set up another delivery date to bring a different spa. Two weeks later, he swapped the spas while I was at work. I got a call from him and the replacement spa was also cracked. He said that this one was worse than the first one. He told me to contact the manager to resolve this issue. The manager offered me $250 dollars in store credit for spa chemicals for the “inconvenience.” He said that was all he could do even though we had to pay our electrician already for two appointments that we had to cancel on him coming out last minute to hook up our spa. Two weeks after that, we finally received an intact spa. We were now at the end of March and already paying for a spa that we have yet to be able to use. Fast forward a year later and we went to use our spa and the one light would not change color like the rest of them. We drained the tub and see that the light is cracked from the inside. We call Pool city and have to call customer service. They contract out to a service department who could take up to a week to call us to set up an appointment to come out to look at the light and replace it. We have to pay a $75 service fee even though it is under warranty. I have done some research and it says that this can happen due to a mechanical issue in the spa so I asked about this and was told that “the technician might not be able to tell why it happens so they just continue to replace the lights and you will have to pay the service fee each time they come out. They won’t fix the mechanical issue with the spa.” That makes no sense to me. If the spa itself if causing the issue and we are having all these issues with only a year of ownership, why aren’t we getting a replacement on the spa or the part? Why aren’t they investigating the issues farther to fix the issue instead of charging us more?! Water leaking and electric is scary

  Business response

  04/15/2024

  Customer called in on 4/10 with a cracked lens and the led is out. Sent to technician (which could take up to a few days to fit them into their schedule). Technician went out 4/11/24 and replaced the lens and led. 
   Led was out 100% due to the crack in the lens. The $75 trip fee is normal.  The manufacturer's warranty states that they cover parts and labor, but trip/travel fees apply. Tub is fixed and had a 1-day turnaround time. Pool City will continue to support the manufacturer's outlined warranty during the period of ownership.

  Customer response

  04/15/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  The technician notified us that this is common but is not required to look for a reason behind the cause unless that is the reason for the call. The business only answered to the most reason part of the complaint being this one cracked lens but not past issues that were involved in this matter or the fact that this is a common issue that happens and if going forward, we are going to find a cause for the problem. Hiding behind a warranty is wonderful and we had no problem paying the technician for his time coming out but we would like to have the cause and get that fixed as to not have additional issues moving forward related to the problem at hand. Apparently Pool City has no care for their customers once they get their sale out the door. 
  
  Regards,
  
  ******* ******

  Business response

  04/23/2024

  It appears that the source of the issue was a cracked/ broken lens in the spa. The crack allowed water intrusion, which in turn, caused a malfunction in the led. There is no specific reason that this happens, but may have been caused by the lens being tightened in the factory, and the stress cracking the plastic. We will continue to stand behind the manufacturer's warranty to get issues repaired in a timely manner. 

  Customer response

  04/23/2024

  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, details of the offer I reviewed appear below.
  
  Pool City is not answering to the whole problem and is only addressing the lens that just happened. We already went back and forth twice in this message and they did not obviously read my last response. I am glad that they will legally follow their manufacturers warranty but they are not finding or fixing the problem at hand. They are not standing behind their business or product for that matter. This seems to be the case from reading other reviews as far as this business goes. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted and had multiple discussions with Jake L****** in January of 2023 regarding the purchase of a hot tub, On January 13, 2023, my husband and I purchased a hot tub for $22,444.32 and multiple accessories from Pool City with Jake's assistance. I paid for and arranged for the delivery of the hot tub on January 24, 2023, with Jake's recommended delivery person. We had the deck for the hot tub reinforced so that it could accommodate the weight of the hot tub in a safe manner. By early April when we went to fill the hot tub (since Jake advised that it cannot be filled with cold temperatures), the hot tub would not hold water and repeatedly leaked. We used Pool City's service provider who came to the hot tub (after us having to make multiple phone calls and requests) THREE times over the course of several months. Each time, the hot tub leaked. I spoke to Shannon from Pool City since Jake stopped responding. Shannon took weeks to return phone calls. I indicated in May that I'd like the hot tub to be exchanged or I would like to return it. I continued to alert Jake of my desire to return the hot tub throughout the month of June and he indicated that he had informed the district manager. Shannon eventually contacted me and told me she would not return it, and sent a different repair man who verbally warned my husband that Pool City would not be cooperative. He said he would locate a part to fix a broken pipe he discovered in the hot tub. This occurred in July. We have not received the part, been able to return the defective hot tub, and have not been offered a significant discount (assuming that the hot tub can even be repaired).

  Business response

  08/30/2023

  *** ***** had her spa delivered 1/24/23. Her spa came with a full manufacturer's warranty that we are inclined to stand behind. **** ***** did reach out to us regarding a leak issue and we had sent a technician out to take a look. He was unable to locate the leak on the first try, and was going to schedule another service call with the customer and bring a second technician with him. *** ***** reached out again with a request to return the spa for a full refund instead of the repair. Unfortunately, spa's are non-returnable and non-refundable. We intend to support the manufacturer's warranty and repair the spa, so we sent out a fresh set of eyes and the leak was successfully located. Unfortunately the part was on backorder through the manufacturer. Once they received it, they expedite shipped the part to us and it came in early this week. We notified the technician and he will be scheduling the repair with the customer as soon as possible. 

  Customer response

  08/30/2023

  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.

  Pool City never informed us of the part coming in earlier this week which has been typical of their communications with us- they have not responded to emails and phone calls throughout this process. They also failed to acknowledge in their response that this will have been the FOURTH service attempt on a brand new, expensive hot tub. We have also owned the hot tub for eight months and have not even been able to fill it with water. We were clearly sold a defective product or damaged product and for the cost of the item and the extremely poor customer service, we would like a refund and to part ways with Pool City completely. We cannot imagine what poor customer service we would be subjected to in the future should the hot tub need more repairs.

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

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool from pool city on 3/31/2023. They did hold up their end of the bargain with the install date by the end of May. However, the installation of the pool and the major cleanup that we were left with has been a nightmare since then. The excavation was done while I was at work ( maybe my fault). I was told that they did not haul the dirt away, where did I want them to pile the dirt???? Or I could pay them a couple thousands extra to dispose of the dirt????? When I questioned them they told me they could take the extra dirt and “level” my yard. At that point, that sounded like the best option. When I got home, my yard was a complete mess, and it was not level at all!!!!! Not to mention the fact that they piled so much extra dirt behind the pool that we were very lucky it didn’t fall in and damage the pool before we were able to actually find someone willing to fix it. It may be in small print in the contract that if you plan on building a retaining wall that it should be there before installation, but they are the experts…. If the wall was not there when they came, and there was such a big drop there why did they install the pool before asking????? After the excavating and installation, we noticed that there was a piece on the filter leaking. After several phone calls, I was actually told by someone in the store “I can give you the part, but I can’t send anyone out to replace it”. Then we got into the pool and found a very large divot in the bottom of the liner. I sent 2 e mails, and called customer service several times. I sent pictures of my yard, and the mess that we were left with. I was never given an answer about the yard??? They did send the installer back to replace the piece on the filter, and I believe they said that they would fix the divot at the end of the season. I am not draining a 24 foot pool and paying again to refill it. Also, after calling several different landscaping companies/excavators, many of which never even called me back, I was finally able to get my yard fixed for 6,250.00. Thank you very much. Pool City for such a poor experience!!!!

  Business response

  08/21/2023

  Hello, 

  We fully understand **** ******** concerns. However, we provide full clarity that may be a concern with a client during the purchasing process through our Preparation Guide. I have the **** ******** signed guide attached. On the attached guide, I have the areas of concern highlighted that were covered and signed off by **** ******* 

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our first pool and excavation and installation was scheduled in May 2023. When the excavation started they told us that they needed to remove an old septic tank- charged us 1,000 and the old septic tank never got removed. It is sitting in my yard, I did not want to pay the extra money but they would not install the liner without the extra payment- for the work they did I could have done it myself for 300 and had it done correctly. They took over a week to then come and install the liner and we filled the pool to find out there was a leak in the liner. Nobody would return our phone calls and a week later they showed up to put in new liner. We then waited 4 more day for them to cut the liner where the filter was going. So we now also have the cost of filling the pool twice and the extra 1000. The excavation company also told us they would removed the dirt and put a nice grade to the yard which they did not- they also tore up underground piping for a drainage system and left it a mess. I have been nothing but disappointed with the service we have received. The store we bought from is useless and doesn’t help with anything and will not take any blame for the contractors that they made us use. Then when they had set up our filter and told us it was all ready to go and all cartridges were placed to find out they did nothing but hook the hoses up. Now the mineral cartridges are not in stock so we are still at a stand still. For the first time yeaterday I was finally able to get in my pool and found a huge divot that is 3 in deep and 3-4 feet wide. The liner is wrinkly everywhere on the bottom as well and a really big rock is under the liner as I stubbed my foot on it yesterday- so I’m sure that will tear too- this has been nothing but a horrible purchase!

  Business response

  07/06/2023

  We have spoken with the customer and the pool is complete. The liner was replaced and the customer is being reimbursed for the water per Pool City's policy. The customer stated there is a divot on the pool floor and they are going to inform the installer. It will be fixed as soon as possible if it poses any safety issues to the pool, if not it will be completed at the end of the season. The installer will determine if it can be put off until the end of the season per the customers request.

  Pool City Customer Service

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool purchased from pool city. Installed on Thursday 6/22. Within 2 hours of installation the pool was leaking from the liner. Pool city was contacted at the start of the following business day. I was instructed to call the customer service line and I spoke to the manager and told her about the leak and she stated that because I had well water they reimburse the cost of the water truck. I informed her that was $975. I called back on Monday and now they are saying that they will reimburse $300 only for the water. I have been unable to contact or get in touch with anyone from corporate. I had multiple issues since purchase. They "forgot " to send my information to the installer which delayed install. I was told by multiple pool city staff as well as installers that they weren't surprised it was a seam leak as they have been getting multiple calls with these issues recently... if it was a known issue they need to inform customers of this!

  Business response

  07/07/2023

  Upon speaking with the customer it was verified the pool has been installed and all leak issues were fixed. She has been in touch with management to discuss compensation that she was seeking. 

  Pool City Customer Service

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a pool from Pool City 90 days ago on 3/22/2023 and it has been sitting in our driveway for 60 days. We also paid the installer half down on 4/7/2023 to secure an installation date, we still have no date set, it is now 6/24/2023. Pool City promised an installation of late May to early June and there is still no installation date set. We’ve called numerous times and are still left in the dark. They sold us a pool to sit in our driveway.

  Business response

  07/06/2023

  We have spoke with both the customer and the installer. The excavation is scheduled 7/7/23 and the installation of the pool will be a couple days after that. The customer has certain days they are unavailable and the installer is aware and will work around those days to ensure the pool is completed.

  Pool City Customer Service

  Customer response

  07/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 at this time.  Excavation was completed on 7/7/23 & we are waiting on the pool installation, weather permitting.
  
  Regards,
  
  ******** ******

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 21st of 2023, we visited Pool City on McKnight Road in Pittsburgh Pa. We purchased an above ground pool with free installation included from the store manager there. Known by me as Matt. Matt completed the sale and advised me that the pool would be installed the last week of May. D&C Contracting, (Pool City's sub-contractor) has been extremely hard to communicate with and get scheduled to visit the site. Kerri told me that she does not make the schedule and could not tell me when they would come out next. The first visit, we were advised the pool could not go where we wanted it because they claim there had been an inground pool there. After numerous attempts to get in contact with D&C Contracting, it took over two weeks for them to come back out. I was scheduled for 6/20/23 I was told on 6/19 that the owner Dave, had suffered a heart attack and they didnt know when they could come out again. I let them know that I had a friend over and he prepped the site the best he could. The employee at D&C Contracting, Kerri said she would send an employee over to check and see if the current site could be used. On 6/20/23, D&C Contracting visited the site and advised me they do not have an operator to use the equipment since the owner was on medical. He said that he and his team would have to hand dig which would add an additional $400 to the bill. When asked when they could come out and do the work, he could not give me an answer saying that he does not make the schedule. My complaint is that the pool was purchased with free installaiton included and Pool City needs to handle my problem in a timely manner even if that means hiring another contractor to get the work done.

  Business response

  07/07/2023

  We have reached out to the customer to discuss this matter with the number provided on 7/5/23 at 1:55PM. A message was left on his voicemail and we have not heard back from them.

  Pool City Customer Service

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pool last year in May. I was given the run around about installment and my pool wasn't installed until the end of the season. My children swam in it 2 times & we closed it. During the winter I was forced to refill the pool twice paying over $800 using a water company. I reached out to pool city and the installer in which the installer told me there was an issue with the liner. I've reached out over 10 times in 2 weeks to resolve the issue. My children cannot enjoy their pool and $7,000 is down the drain and they will not help me with my problem. It's being dragged out. They are rude and unprofessional. I just want my children to be able to enjoy their pool I spent my hard earned money on!!!!!!!! Please help me resolve this!

  Business response

  07/05/2023

  The customers liner is under the manufacturers warranty. The warranty is pro-rated, however Pool City covered the liner without proration. The liner has been swapped out for the customer.

  Pool City Customer Service

  Customer response

  07/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought a hayward swimming pool heater on 6/18/22 on 5/26/23 heater would not work i called darwin rardin he told me to call pool city service department . they told me to call hayward hayward has not called me back. icalled pool city back and told the manager they should fix or replace it it is less than a year old and only used for 3 months he said he could not do that because by law he could not do that as it was heywards problem i think they should repair or replace the heater thank you.

  Business response

  06/08/2023

  Pool City has been in contact with the customer. An authorized Hayward repair company has been out to the customer's house and is taking care of the issue.

  Pool City Customer Service

*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. ↩