ComplaintsforPool Pro Custom Pools & Spas

• Initial Complaint

  01/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of Transaction- Pool contract started in Jan 2021 Amount of money spent- Greater than 100k Business was provided to complete pool issue We have had numerous issues with the pool provider over the course of the year. There are white stains in the pool that have not been rectified. Recently our booster pump is leaking(pic attached) and needs to replaced. This should still be under warranty. We have send multiple emails and texts to pool provider over the past 8 weeks and they are not replying back for the issues

  Business response

  03/01/2022

  The customer notified us of the white spots eight months after the pool was plastered.  We sent someone from the company to look at the discoloration and asked about pool maintenance and a record of pool chemistry. No documentation was provided, which is required for a warranty call.  Nevertheless, we contacted the Plaster Rep and he identified that the home water is high in calcium and caused the white spots. The Plaster Rep is not local, so it took a few weeks for him to come by and provide his assessment.  His assessment is that the calcium buildup is not uncommon in the area with all of the hard water and it was not caused by the builder. His solution involved a process with a special solution.  I called around and found a company that agreed to do the treatments.  They said it would take ten treatments, gave me a price and I agreed.  When I received the invoice from this company, they charged me for one service of regular cleaning.  I called back and they indicated that they dont do this process.  So, I paid the invoice and moved on.  To note, the invoice showed the chemical readings were poor,indicating inadequate maintenance and potentially harming the pool plaster.  I searched for another company to no avail.  Throughout this time we hired a new construction manager that believed she could repair it.  It did take a while before we could get her over there as we were overwhelmed with work, but the project was placed in the queue. She treated the pool over the course of a few weeks and we believe the pool to be fixed.   We have reached back out to the homeowner three times via email to confirm they approve, but they have not replied. 
  
  Regarding the cracked Polaris, I received a call from the homeowner the week of 2/14/2022.  We immediately called it into warranty and a tech came the week of 2/21/2022.  It was too cold to repair (weve had big freezes here in ******) but it was agreed that they would come back out to replace it the following week.  It was most likely cracked due to the freeze and is to be replaced at no cost to the homeowner.

  We believe these issues to already be resolved.

  Customer response

  03/07/2022

  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,
  
  *********************

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