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Complaint Details
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Initial Complaint
10/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed a contract with Pools R Us on June 16, 2018, which included a 10-year warranty for structural integrity and water retention. On July 13, 2023, I reported a leak in the wall of my pool with fountains to *****. He sent a subcontractor to inspect, revealing a wall failure causing water to leak from internal pipes. I paid the subcontractor $1,218.20 for repairs and $700 for wall repair, totaling $1,918.20. Despite my warranty, ***** refused to honor it, and I chose Pools R Us based on their warranty promise.
Business response
11/02/2023
Pools-R-Us gives a 10 year warranty on the pool shell structure itself. Water features are by definition not part of the pool structure. The problem the tech found was caused by a pipe that was broken due to ground movement. The shell of the pool remains intact. Therfore warranty does not apply to these repairs. Sorry for the inconvenienceCustomer response
11/02/2023
Complaint: 20713181
I am rejecting this response because: The wall of the pool is not a water feature. The wall is what structurally failed and allowed water to leak from a pipe.
Regards,
***************Business response
11/02/2023
The wall of the water feature is not part of the pool shell. The pipe broke and that is what was leaking inside the wall of the water feature which is not part of the shell. The water features sit on top of the pool shell. The actual pool wall is not the one damaged.Customer response
11/03/2023
Complaint: 20713181
I am rejecting this response because:I understand that your warranty wont cover water features like spouts, or pump equipment that feeds the spouts, but you should cover the structural integrity of the pool. In this case, the pool is leaking because of a failure in the structure integrity of the pool.
If you actually came to inspect the problem yourself, you might have had a better understanding of the issue.
Regards,
***************Initial Complaint
12/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 20, 2022 ***************************** and I signed a "proposal" for a swimming pool. He required that I pay a down payment (deposit) JUST to be put on the waiting list IN ORDER to get a start date. I gave him $3500.00 CASH. He said that he was going to contact me in a few days with the start date and information on some add-ons I was interested in. He also said that I would have to sign "The Contract" and on the day of the contract signing I would have to have the difference of the 10% deposit prior to starting pool construction. Being that he had asked me for money just to be put on the waiting list and to get a start date the difference would be around $11,000. Well, a few days went by and then a few weeks and did not hear anything from ******************. I called but no answer. I didn't think anything at first for he had said he was finishing off some pools and figured he was busy but then weeks turned into over 4 months and no answered calls, never heard not a word, a text or anything from him as to when the start date would be. I lost trust and was no longer interested in doing business w/ this company and decided to cut ties with him. He finally answered on Nov. 3, 2022. He couldn't even remember who I was nor my address until I kept explaining. I told him I had not heard anything from him in over 4 months and that I wanted my money back because he never got back to me on a start date and additional prices or anything and trust was no longer there. He responded with my pool was next. I told him I no longer wanted to do business with him for that and other personal reasons. He said I had signed a contract and that money was not refundable and he needed to release me from the contract because it was like signing a contract for a house and that he could put a lien on my house for the rest of the amount if I decided to sell my house. I was in disbelief. He said he would text me later that day and texted me the proposal calling it a contract.I will attach text messagesBusiness response
01/10/2023
Check has been mailed for the amount of $3,500Initial Complaint
01/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Pools R Us installed a swimming pool for us in the year 2020 which was contracted to include a propane fired pool heater. The swimming pool, plumping, and pumps were completed and the pool was filled with water and operational on November 2, 2020. However, connections to the pool heater were not fully completed until March 2021. On March 20, 2021, we turned on pool heater for its first use and it immediately began bellowing thick black smoke. The pool heater eventually tripped offline within 30 minutes of initial operation. Pools R Us initially recommended that we work through **************** providers in the area. Multiple providers were contacted with only 1 company willing to look at system. After diagnosis, the service provider indicated that the pool heater was designed to operate on ************ They suggested we reach out to Pools R Us to have the heater replaced with a Propane Pool Heater. Pools R Us suggested instead to have the current heater retrofitted. They have asked us find a contractor to perform the retrofit and then reimburse us for some of the costs. We are requesting that Pools R Us replace our current pool heater with a Propane fired pool heater and confirm its correct operation after installing. Or cover all costs associated with retrofitting the current heater. Pools R Us has been generally responsive and easy to work with. But we feel since they installed incorrect equipment, they should handle making necessary corrections.Business response
05/12/2022
The current system can have parts swapped to turn the heater into the correct one. **************** stated to us he could have his regular pool maintenance man do this and send us the ****. We have not received the **** for this from **************** and will await this to reimburse him.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.