Complaints

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:05/14/2023

  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.

  Our pool was installed Oct 2019 and soon covered for winter. When it was opened spring 2020 we pointed out the wrinkles in the liner. The tech,***, assured us we needed a several hot days for the liner to settle in. It did not. Our pool was closed and covered for the winter and we were assured the wrinkles were minor and nothing to worry about. When the cover was removed Spring 2021 the liner was wrinkled on the bottom and hanging off above the stairs. We called and were brushed off. I was told there was a 1 year warranty on liners. How could we respond in a year when we were told to ignore it because the heat would help? We followed instructions; they did not help. They reinstall the liner. It was wrinkled on the bottom still. The pool was covered for winter. In 2022, more of the same, big wrinkles on the floor and walls.. Aloha reinstalled the liner again. This time it was discovered the pump that goes in the hole in the concrete was never installed. A few days later men appeared in the yard and put in a pump. Nothing was said to us about them coming, but I was home and saw.. Had I not been home we would not have know. The liner was still wrinkled. The pool was covered for winter and opened May 2023. The wrinkles are worse than ever. *** told us to not treat the water, to do nothing because it needed to be fixed and that the pump was installed on the wrong end of the pool. Aloha was supposed to come fix the issue. There has been no communication. We emailed asking for updates they said they came on a day when nobody was home (not the day they had scheduled to come, but instead days later). There is no evidence that they came or any communication about what was done or what they are planning to do. We want to have the liner repaired and have the work done to fix the underlying issue completed as it should have been from the beginning. We want communication from Aloha on the plans for repairs and for Aloha to communicate service dates and changes to those dates.

  Customer Answer

  Date: 05/20/2023

  Aloha made an appointment to come to our home to assess the situation and drain the pool. They did not come on Saturday. They rescheduled. However, this time they did send a text telling ** they couldnt make it. 

  Business Response

  Date: 06/06/2023

  We have no record of this installation. It appears that the claimant bought her pool from Aloha Pools and Spas of **********, **. We are Aloha Pools and Spas of Jackson, ** DBA Aloha Custom Pools. We are not affiliated with ********** and haven't been since 2015. 

• Initial Complaint

  Date:07/13/2022

  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.

  Aloha came in and closed our pool last year and their workers cut off our ladder and handle and smashed in the sleeves. Aloha has been out twice to look at the damage and have not replaced the sleeves or the handle. We have a safety issue having a pool with no handle or ladder. We have called several times regarding this and no resolution has been provided. We would like the damage fixed by Aloha since their workers caused it and for them to return phone calls instead of pushing us off.

  Business Response

  Date: 07/16/2022

  When we installed the cover for *********************, we discovered that the
  handrail and ladder had seized into the aluminum sockets in the
  concrete. This is due to them not being removed for years. The only way
  to proceed in this scenario is to cut off the ladder and handrail flush
  with the ground if it's not removable by force. This wasn't explained
  clearly to the customer until she came in on 7/15 to discuss in person
  with us. After explaining the dynamics of the situation, Aloha and the
  homeowner agreed to replace the anchors and ladder and handrail at a
  discounted rate.

• Initial Complaint

  Date:07/08/2022

  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.

  I am a member of Northwood Pools in ********, **. We have used Aloha for years to maintenance our pool. In April of 2021, we needed a new vinyl liner. We used Aloha like we have in the past. They installed a new liner in May. It came with a warranty should anything be wrong with the liner it would be replaced. Shortly after it was installed it started floating ** in the corner. It was like the fit wast right. We notified Aloha and they told us it was a ground water problem and there was nothing they could do. We have never has this issue in the 40 years that the pool has been there so, we thought they were lying. Over the winter(21-22) the liner floated up all over the pool and had to be re-stretched. We called in April and they said they wouldnt be able to get to us until May 27th. Something about it no being warm enough. 2 days before our appointment they call and say they cant come and that it would be 2 more weeks till they could get there. One guy comes out June 9th and re-stretches the liner and tells us to start filling it. We get it all the way filled and the guy come back to get the pumps but says it isnt right. We drain and they re-stretch. Again the come back to get their pumps and notice the liner still isnt fitting right. ****** the worker, admits the liner isnt the correct size. We call Aloha and **** tell us since its nearly July just to start swimming and they can patch it should it get a hole. It would void the warranty to start swimming. 3 weeks later it gets a hole and is floated up everywhere. We call and send pictures but they wont resolve the issue. They promise a call back but never follow thru. This whole thing wouldnt have happened if they would have installed the liner correctly. Aloha need to replace the liner and stand behind their work. If nothing else they should honor the warranty and replace the liner since it is damaged due to their incompetence.

  Business Response

  Date: 07/13/2022

  Attached are pictures from when the liner was installed in May of 2021. 
  The liner is completely in the track, with no wrinkles. There were no 
  complaints with regard to the fit of the liner for the duration of the 
  2021 pool season. The liner floated due to ground 
  water intrusion due to the elevation profile and drainage around the 
  pool. The customer called us in 2022 to have us reset the liner, which we 
  successfully completed. The current issue now with the holes being punched in 
  the liner is due to the ladder being installed incorrectly by the property 
  owner and is no fault of Aloha

  Customer Answer

  Date: 07/13/2022

   
  Complaint: 17541037
  
  I am rejecting this response because: you never sent anyone to look at the liner or damage. How could you know the ladders were installed incorrectly if you never came and looked at them?? After your workers tried to re-stretch it twice but couldnt do it, we called and asked **** what we should do. He told us to go ahead and use the pool like normal and swim since it had already been worked on twice and since we had already missed a month of swimming.  He promised they would patch it if needed. Obviously you dont stand behind your word or work. One of your workers, ****** even told us that the liner isnt the right fit/size.
       I understand that people can make a mistake, everyone does. The issue I have is that you wont take responsibility for the mistake and make it right. We are out money for the liner, water to fill the pool 3 times now, plus we had to hire someone else to re-set the liner since you refused to help us. We at least deserve the money back for the cost of the liner. 
    Also, We were told that you didnt care about our problem or even want our business. You dont have to worry, we wont be doing business with you anymore. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/05/2022

  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.

  We bought a pool here at the beginning of April, 2022. They said they were going to install it on Monday, June 20. They showed up this day at 4:30 and they did nothing. It took them 3 days to do a 2 day job. They ruined our yard in the process. They hooked up our pump backwards and nobody would come and fix it for 4 days so our pool almost turned green. We have been waiting for 2 weeks for a them to bring the rest of our cap and the little bit of cap they already did is already coming off because they did not seal it properly. They did not bring us any salt. They only brought half of the waterfall that we also purchased. They will not answer our phone calls or even try to rectify the situation. They are very incompent. This is no way to run a business. We think we should get some of our money back. We spent &****** on this pool and deserve better treatment.

  Business Response

  Date: 07/06/2022

  It is unfortunate that you all had the experience you had.  No job as invasive as a swimming pool installation goes off without some issue, and site disruption.  We strive to streamline our processes to make them better.  As with everyone else in the industry, we struggle to have adequate staffing, resources and supplies.  Your installer is working 7 days a week and 15 hours per day in order to meet the expectations you place upon us.  Exhaustion certainly contributed to your improper pump installation.  We did respond to your demand for service at the first available opportunity.  Maybe not on your timeline, but definitely a reasonable one.  We know we owe you a coping topper and will get this resolved as soon as able.  We will offer no compensation at this time, but we do stand behind our product and will complete the project as soon as able.