ComplaintsforBrazos Lonestar Pools
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My pool is leaking. It is not even 3 years old. Both myself and my poo service company have attempted to contact Brazos Lonestar Pools with no success. My pool is still under warranty. I need the leak fixed.Business response
04/17/2024
Hello *******,
Sorry for the inconvenience this may have caused you.
We as business owners take pride in our company to uphold our warranty and our business name to always do our best to keep our customers happy so we will always take the measures to complete the job and service after the job is completed!
We have contracted our leak detectors to find the leak and repair the leak in a timely manner.
We always appreciate your business and future referrals.
Thank you for choosing us to build your swimming pool!!
Customer response
04/18/2024
Complaint: 20829185
I am rejecting this response because 1) it has been six months since the original request/complaint was made. 2) the issue is still not resolved. 3) when I attempt to contact the company, I am very rarely successful. In the rare occasion I am able to het in contact, I am fed some line to try to difuse the situation and it ends up being a lie. The response is accepted.
Regards,
*****************************Business response
05/10/2024
As of Today, 05/10/2024; the customers pool has been re-evaluted by American Leak Detection.
We will wait for their findings to see what the next step will be.
This shows that we, Brazos Lonestar Pools has been in continuous contact with the customer since November to get this resolved. We will continue to do what is needed to ensure that the customer is satisfied!!
We appreciate your patience in this repair process!
Thank you,
Tavia L Sears
Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a pool built and paid a lot of money to have it done and was told that if I had any problems with anything that was done contact **** and it would be handled. I have called and text him numerous times as well as my contractor that is doing the remodel of the house. We have sent him pictures of the decking that has bubbles in it and is already fading he told me months ago that he was going to come out and look at it he never showed up he then told me one of his workers was going to come out and look at it and that never happened either. He has lied to me numerous times during all of this telling me that a crew was going to come out this day or that day and they never showed up either. All I am asking is that he have the decking fixedInitial Complaint
11/10/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I had construction started on my pool a little after the 4th of July. The contract stated it would take 10 to 12 weeks. After the contract was signed and they were getting ready to break ground, they told me it be more like 12 to 14 weeks. I am now on week 19. It was my hope to have my outdoor space completed in order to have a COVID friendly Thanksgiving, but now it doesn't look like that will happen. I have requested several times that if they have delays to just inform me so that I am aware of the situation and not under the impression that they are scamming me. They give a quick apology, promise to do better, and then continue on the same path. When I contact them, they either ignore me or give me a random answer to shut me up. I am paying a lot of money for something I can't use.Business response
12/29/2021
Our customers and their referrals are the lifeline of our small business
and we take their feedback concerns seriously. As with many small and
large business, the pandemic has caused unprecendented delays in
workforce and supplies. As we have communicated with our customers,
several of our crews were quarantined for various periods of time due to
positive cases. While we are exceptionally grateful for their healthy
recovery, we are apologetic for the compounded delays. Again, while
these factors were outside of our control, we have done our best to
communicate with our customers and explain the reasoning for the
extended timeframes.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.