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Business Profile

Swimming Pools

Platinum Pools and Spas of SC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Pools.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/03/2025

    Type:Product Issues
    Status:
    Answered
    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.
    They installed a pool with a walkway. They were told we had a septic tank in the area where the walk way was going. They said it was not a problem. We gave them the dhec plans and all. They put the walkway right on top of the septic tank. We need it pumped and need the concrete removed and replaced. They said it was not their problem. They are a business and should have made sure that the septic tank was no where near the cement.

    Business Response

    Date: 03/04/2025

    Kyslee, I am very sorry that you are unhappy with your experience with our team. We take our customer service very seriously and take pride in our customer relationships. 

    When we did your pool install in the spring of 2024 you provided us with your DHEC septic plans on paper. We followed these plans the entire install. According to your plans, the concrete sidewalk was not covering the tank. We had both yours & your husbands approval before forming or pouring the sidewalk.

    *** ***** called us Friday afternoon and let us know what had happened and asked us to come take the sidewalk up so you could find your tank. We reminded him that we followed the septic plans given to us when laying the sidewalk and we were not on top of the tank per the plans. Your plans were not correct in regards to location of your tank and ******** agreed with us on that. We then let him know that we were still willing to help because we value our customer relationships. We were currently on another job site and were unable to be there same day, but kindly offered to come the following Monday morning. He let us know that you guys couldn’t wait that long & proceeded to take up the sidewalk himself. We had our hands tied, being a construction company on another job site it was impossible to be there same day. 

    We immediately began to receive nasty messages from you and negative reviews on ******. We then explained to you that we were no longer willing to help with the negativity we were receiving from you. We always have and always will help our customers in any way possible as long as we are not treated poorly.

    At this point we are uncomfortable doing any work on your property with the harassment and defamation we have received on social media from you. 

    This all happened in the matter of less than 35 minutes, from the first phone call to the first nasty message and bad review. We were willing to help you tear up the concrete even with the fault being on whoever made the DHEC plans. 

    Business Response

    Date: 03/05/2025

    *** ****** we are unfortunately not willing to reimburse you for the sidewalk for the reasons below. 

    • Customer is responsible to locate & mark all utilities prior to install. 

    • The DHEC plans that were given to us on paper are incorrect in regards to location of septic tank and ******** has agreed with this. 

    • The only warranty provided to customer is on the pool shell, pool equipment, and electrical. 

    • Customer has continued to defame our character online. 

    As stated in our original response, we take pride in our customer service and relationships. If ********* had been respectful and kind we would have absolutely helped in this situation even though it was not our fault. 

    Customer Answer

    Date: 03/05/2025

    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. 

    The business is as fully aware of the tank. Plans and text messages were given to contractors. They failed to check to make sure the cement was not poured on top of the tank. They did not ask us for any more information. They did not probe the yard which is what should have occurred. If they would have asked us for any more information we would have provided. We trusted them to know what they were doing and not to cover an existing tank that they knew about. 

    Regards,

    ****** *****

Platinum Pools and Spas of SC is NOT a BBB Accredited Business.

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