ComplaintsforBarrier Reef Pools, LLC

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had some cracking happening on our pool surface. I contacted Barrier Reef Pools and they agreed to come out and do the warranty repair. When the repair was complete, I asked about the drastic color difference (as seen in the picture). I was told it would fade to match. Our pool was only a couple years old at the time, so I was confused as to how it could have faded that much in such a short period of time, but I didn't have much choice. I also started noticing a ring **** where the technician's can was placed on the stairs and also wipe ****s from whatever etching product he used. I decided to give him the benefit of the doubt and trust the process. After months passed and the color clearly was not matching nor was it fading, I reached out to the representative for Barrier Reef Pools, *********************. As you will see in the emails, he agreed the color did not match and then discovered that the wrong color had been used. He was supposed to be reaching out to someone for a solution, but that's when the communication stopped. I have been really patient in waiting on a resolution, but my patience has run out. We spent too much money on this pool for it to have visible patch work right at the entry steps and tanning ledge! It was only a couple years old!

  Business response

  08/19/2024

  We apologize as we did not respond quickly enough before BBB closed the opening allowing us to respond.  Our customer service has been in touch with the customer and it is my understanding a schedule is being set up to make the necessary repairs. 

  Customer response

  08/19/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a barrier Reef fiberglass pool and mine was scratched during shipping down to the bottom layer. I tried contacting barrier reef many times the won't answer and only respond one time to my many many emails over past few years and they ignored the subject on the damage to my pool which is covered under their 15 year warranty

  Business response

  01/22/2024

  We have been in contact with the customer after providing the following information and everything is moving forward to solve the issue.

  We are reaching out to you in regard to the BBB complaint submitted against Barrier Reef Pools.   We apologize for the lack of communication from Barrier Reef concerning your pool issue.  We have all information detailing your pool, production date, model, color, pictures prior to shipment,etc.; however, we are unable to find any emails with the submission of a warranty claim request.  We would really like to discover how we missed your request so we can eliminate possible failures in the future.  Could you please let us know to whom your warranty request was submitted and when?  Thank you for your assistance!
  
  Now as to the repair of the crack/scratch in your pool shell.  We actually received a warranty claim form today from ******************************* with Bobs Pools on your pool and have added your repair to our schedule for the Spring when the temperature rises.  The type of repair needed on your pool can not be applied in cold weather. 
  
  Once again, we are very sorry for any inconvenience this matter has caused. Please let us know if you have any questions or further concerns.

   

  Customer response

  01/23/2024

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  01/23/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i took handover of my barrier reef pool in aprox June 2021. i have had the pool serviced every 4 weeks by a professional company/ business which i can supply recipts and water samples if need be. the issues i have is i filed a warranty claim form aprox a year later in july 2022 for the sides (vertical) of the pool showing discoloration and patching starting to happen as well as you can see light rings round the middle of the pool where it was injection in the factory. the clame was rejected as it was led to belive it was a chemical imbalance, however none of the water samples show this being true. my cleaning company resubmitted a second warenty clam which was rejected on the october 2023 for the same reason as the sides are still fading and have lost the "shimmer" on the saids, the the floor of the pool and the steps are still in perfect condition which would show that its not a chemicals issue but a manufacturing issue with the gel coat.how ever no one has actully come out and had a look at the pool in person and have only inspected it from the photos that wore sent on the claims.

  Business response

  11/14/2023

  Based on limited information on the BBB complaint our customer service was not able to identify the customer and thus we have sent a email to the customer asking for more information so we can respond properly. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/17/22 pool installed 06/14/22 found wholes/scratches/rough spots in pool 06/16/22 contacted Barrier reef warranty department 07/13/22 filled out all paperwork and sent pictures as requested 08/29/22 Contacted Barrier Reef for update; was told still waiting to hear back from installer 09/13/22 Barrier reef said they reached out and have a company to do the repair work 09/26/22 was informed that a vendor would be in contact to do the repair; and the repair is approved at this time.(have email conformation of this)09/29/22 date was set for repair work by the vender assigned for the work.10/18/22 vendors website took the repair off their schedule ; called them they had no idea why.10/27/22 informed Barrier reef I was taken off schedule; they said my original installer would do the repair 1/05/23 updated Barrier reef, my installer had not scheduled the repair yet, they said they would reach out to them.Form 3/21/23 -08/09/23 I sent numerous emails to my installer about when the repair would be done. Was told several timesneed warm weather to do repair, and we where on radar.08/17/23 informed reef , no appointment was scheduled yet; please contact installer to help get this done.08/18/23 Barrier Reef responded that they reviewed the pictures and determine that what they are seeing is not damage or manufacturing flaw that constitute Warranty work. They acknowledge that there is a couple of chips, but yet theyre not able to make out what most of the claim deficiencies are and that theyre gel coat finish cannot be expected to be the consistency of a car finish and that no pool (from anyone ) is perfect. 08/21/23 I suggested to Barrier Reef, that if the pictures;all of the sudden(compared to the past year when they approved the repair)are not clear anymore ,to send a representative to physically look at the areas of concerns ;there was no reply.I resent the same email again to Barrier Reef and now there are not communicating anymore.

  Business response

  09/12/2023

  We have communicated to the dealer who is responsible for following up with the customer to address the issues stated.  

  Customer response

  09/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the  installer is working on making the full repairs at this time; will inform if any further action is needed.
  
  Sincerely,
  
  ***************************

  Customer response

  10/31/2023

   
  Complaint: ********
  
  I am rejecting this response because: Barrier Reef, stated that they would have the installer fix the issues from a previous complaint; September 12, 2023. BBB complaint #******** was the original complaint number. As of Sunday, October 8, ************************************************************************* a previous complaint. Installer is not returning any phone calls or emails nor is Barrier Reef, about getting this issue resolved. This issue has been ongoing since the install of the pool. When the installer originally agreed that he would fix the items before backing out, he gave ** some new information about our pool. That he would attempt to fix an area that had already been previously repaired prior to the installation of the pool. Considering this was supposed to be a new Pool , we were shocked to find out that the pool has already been repaired before we found additional holes on the floor of the deep end.jj
  
  Sincerely,
  
  ***************************

  Business response

  11/14/2023

  We have been in contact with the dealer and the dealer has been in contact with customer trying to resolve the issue and had made recommendations that were not warranty issues as customer states. During the process the customer has been difficult to work with and interfered with process and those whom were trying to help. We recommend the customer not to interfere and work with the dealer to resolve this issue. 
  

  Customer response

  11/16/2023

   
  Complaint: 20566019
  
  I am rejecting this response because:

  The dealer LPL owner; was in contact with us with a email why the pool does not need repairing, ignoring that there are holes and cuts, in the floor.I have never said that this would not be a warranty issue, since I have been communicating with Barrier Reef, since last July 2022, and BarrierBarrier Reef, acknowledged that it was a warranty issue, as they scheduled a repair appointment with Coat Your Pool. Then Barrier Reef, referred this matter to LPL  owner, he gave two options in his email, and we chose the option to repair the pool, he said he would repair the pool if we would supply the water and the salt. Upon my neighbor filling his pool, I took the name of that truck.I called  to find out how much water a truck holds, how much notice they need, how long the water hoses is and what it cost. The gentleman asked for address and installer name. I gave the information and he told me that a water truck was ordered already for my address. Luxury pool and living never told us that they were coming  or that they would order the truck and that I would  just pay for it. I ask LPL how much salt I needed. A nasty email came after; that and we havent heard from luxury pool since,This is a warranty issue; this pool was sold to us damaged. My husband numerously attempted to apologies because LPL owner got upset that we called a water truck which happens to be the company that he is using. How was I supposed to know that. Furthermore, standing beside the pool approximately 10 feet of height on an overcast day water being calm, you can see the holes and the cuts in the floor. You need no camera nor goggles. We  have been trying to resolve this matter for over 18 months; we just want it fixed so we can move on with our lives.
  
  

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are in the first year and a half, we recently asked builder about the improper screws in skimmer that have been rusted since month 1. They said they install what barrier reef sends. Now skimmer is leaking fast screws are corroded and no one is doing anything!

  Business response

  07/10/2023

  The issue does not appear to be a structural issue with the pool, which if it was would be covered under our manufacturers warranty, however; we have reached out to he Dealer/Installer and made them aware of the issue.  It was my understanding that they would follow up with the customer.  

  Customer response

  07/12/2023

   
  Complaint: 20293115
  
  I am rejecting this response because:
  This is damage to the structure. The skimmer you sent was not working installed  correctly. Also requires ss screws. Please make right  
  Sincerely,
  
  *************************

  Business response

  07/12/2023

  While you say you reject our response, you need to give the Dealer in your area time to respond to you and see if they resolve your issue.  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Pool leaks around skimmer and ****** collapsed **** the ceo said he would send someone last year to fix the pool no body ever came br wont take my phone calls

  Business response

  03/29/2023

  We have a technician taking a look at the situation even though his pool was installed years ago and is no longer covered under warranty and per the contract for this type of issue.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My pool was installed over the winter of 2020 and once completed there were spotting issues on the fiberglass coating, the manufacturer had a person come to the home and did testing to find a product that would remove the spotting. However, the spotting returned shortly after and additional things started to appear on the gel coat. The company closed the local store and contact had to be made with the home office. I've emailed the main office everything they requested and have made phone calls and sent additional emails on and off since the installation of the pool because of this problem, over the summer of 2022 I've emailed twice and spoken with their office on many occasions and was always told the same thing "we only have one person working in the tech dept" The company has never reached out to me to resolve the issue with the pools gel-coat finish which has gotten worse over time and the pool is now almost completely changed colors. I've had local pool companies evaluate the pool and the chemical balance and the pool is getting worse. The general consensus with the local pool companies is that there is a problem with the gel coat. I would like the manufacturer to contact me and evaluate the pool to determine what is happening to the coating and make necessary repairs under the 15-year gel-coat warranty.

  Business response

  01/22/2023

  Business Response /* (1000, 5, 2022/12/06) */ After reviewing the water test provided by customer, it was determined that the chemical levels could have been an issue pertaining to discoloration of the pool. Chemicals were extremely out of range. Consumer Response /* (3000, 7, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is now further revisiting the complaint because the original complaint was not fully understood, they are now reviewing the pool install and the issues that were encountered from the beginning. Will update once additional action is taken by the company. Consumer Response /* (2000, 16, 2023/01/09) */ ****, Good morning, I know the case was closed as unresolved, however, Barrier reef just informed me on Friday 1-6-23 that they were going to have my pool recoated, How do I go about having the unresolved changed to resolved which is the right thing to do at this point. Thanks *** ******

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty Claim, 09/2018 BR POOL, OUTBACK ESCAPE pool was set in yard. Files claim with BR ON 7/14/2021 due to gelcoat staining and discoloration. 07/28/21 was told by Kelly in customer service pool was under warranty and BR Pools would repair issue by refinishing pool with Eco Finish. Kelly left the company and Tammy was the new point of contact, both have said there are no eco finish installers in my area. There has been well over 30 emails sent to Kelly and then Tammy and they have responded but there is no resolution and even though I've made numerous requests to speak to someone in charge, no one other than Tammy and Kelly have spoken to me. There has been almost bi weekly contact, by email and phone but Jonathan, who is in charge of Warranty work and approved my claim has NEVER called me back even though I've made repeated requests. Diamond Reef Pools did the installation of the pool and continue to this day to install BR Pools even though the company is not doing anything with my approved Warranty claim. I am confused as to why a company would continue to sell their product in a area where they are unwilling or unable to stand behind the warranty. It is now almost a year since I filed the claim, Jonathan has still not called me back, there has been no progress on my claim and I have asked if they cannot repair it then it needs replaced. I would like to hear from someone in charge immediately.

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/04/25) */ We have been in touch with Mr. ******* and are working towards a solution and he has been informed. His location in Utah has presented a problem in finding a qualified contractor to help resolve the issue. Consumer Response /* (450, 12, 2022/06/10) */ The company did cask me and the issue was resolved

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WARRANTY Claim - Opened Feb. 2021 - Oyster 1 (30') 2-9-2021 -Pool installer took pics of pool, sent to manufacturer BR Pools. 2-18-2021 -emailed by Tammy/cust svc saying she has an email that has been sent in, she requested I send her pictures, water tests, info. I emailed info back next day. 2-24-2021 -emailed by Tammy requesting the remaining info she asked for on 2-18-2021. I emailed her back same day stating it was all sent to her on 2-19. She double checked and apologized that she did actually receive everything. 2-25-2021 -emailed by Tammy saying she now has everything and will get to correct person to review and as soon as she hears something she'll contact me. 3-19-2021 -Haven't heard back, I called cust service. Asked for Tammy, told she was working from Florida. The lady said I had to talk to Tammy and she would give her a message to call back. 3-22-2021 -Tammy called back, wanted to confirm the date the pool was delivered and put in yard. She said it was listed as in October. I told her it was delivered on 7-30-2020. She said she now has everything and will get to the correct person (Jonathan) to review and as soon as she hears something she'll contact me. 4-28-2021 -I emailed Tammy to follow-up on when Jonathan or anyone would be contacting us to look at the pool. No reply. 6-7-2021 -Called BR XXX-XXX-XXXX to speak to Owner. Spoke to a lady, she took our names, pulled up our order, said we would be called back. 6-8-2021 -Rec'd email from Kelly P., Cust Service, apologizing and said they'll have more consistent communication. Never heard back again. 9-17-2021 -I emailed Kelly for update since I had not heard back. Got no reply on email or phone call. 11-16-2021 -I emailed Kelly again for an update. 11-16-2021 -I called BR at XXX-XXX-XXXX, asked to speak to person in charge of Warranty/Owner/President-was told I 'had' to talk to Tammy Cust Svc shes gone for the day I left voicemail. Been over 9 months, no one has come to look at our pool!

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/18) */ Customer has been contacted today and explained and apologized to for her issue and communication falling thru the cracks because of turn over in customer service. She is back on the schedule and will be taken care of when shortage and delays in product used to fix issue and weather dependent.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a pool installed. First off suppose to be installed in April but was started in July. Now we are at the final stages of the pool completion and Barrier Reefs Pool which is now Sun Pools will not complete the job. The demanded payment but won't finish connecting the pump pipes. The staff lies to you over the phone or to your face. They tell you they are coming this day but never show. They make excuses, like issues on other jobs, a flat tire, weather, someone is sick. These are not my problem. When you tell someone you are coming, you expect them to show or at least contact you if they are not. Jason is the worse site manager. Just tells you what you want to hear and then never follow-throughs. No one wants to be accountable. A family involved business and they protect their own and have no regards for the buyers.

  Business response

  12/02/2021

  Consumer Response /* (450, 10, 2021/10/20) */ We heard from Barrier Reef and all matters were resolved. But there will be more problems in the future. We are starting to see a hairline crack in the concrete which will will need to discuss with Barrier Reef's concrete staff. My concern that I was trying to address to the BBB was about how slow the field manager conducted the crews and getting crews started. The field manager would tell you what you want to heard and never follow through. The 2 guys installing the pool, the 2 guys installing the concrete, and the 2 guys tiling were great. The problem was the person managing these guys. This project could have been completed a lot sooner and if the field manager could follow through and not take the crew away to work on another project. If you tell someone you are going to show up, show up or at least call to reschedule. Don't lie and make excuses for your incompetence. Excuses are not the buyer's problems. You were hired to do a job - just do it.

*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. ↩