ComplaintsforPools123
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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dig Date: mid October 2023, pool placed and filled with water Early December: concrete poured It’s been 26 days since concrete was poured and nobody has been back to do any work. We are now at January 3rd… on a project that we sure told would take 2 weeks to complete, it has now been 12 weeks and counting. We’ve had water in a pool for 2 1/2 months but haven’t been able to swim and haven’t even been taught how to take care of it yet. 12/21/23 they said they were overnighting parts to us and construction on the waterfall would happen the following week. We received the parts, but nobody ever came back to work. Pools 123 has not returned to complete a project they were paid in full to do. They were contracted to build a waterfall/flame wall but at this point have stopped communicating. I have tried to call and text 4 different people in the company- Josh, Lisa, Jeff & Mikaela. Nobody has responded. I finally got a response from Josh after 7 days of trying to contact people, after I told him I’d be reporting the company to the BBB for nonperformance. He responded and said he checking with the team now on estimated time on building the wall. That was 5 days ago and we never heard anything back from him. Communication is nonexistent and at this point it, after 26 days of no work being done, appears they have abandoned the project. We paid them $101,000 on this project and they have stalled at every single step since we signed the contract at the beginning of August and have failed inspection after inspection. According to the League City website, our project has failed 5 inspections. 73 days of our yard being torn up and not an end in sight.Initial Complaint
09/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Pools123 installed a pool at my home and during that process destroyed the drainage pipes beneath the lawn in the yard. They have not responded to my attempts to discuss the matter despite multiple calls. In addition they left construction debris throughout my yard that cannot be easily disposed of. Josh N****** one of their employees specifically said he would pick it up and has not done so.Customer response
09/20/2022
Better Business Bureau:
This letter is to inform you that Pools123 has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/18/2022 and assigned ID *********
Regards,
Initial Complaint
08/17/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Date of transaction: April 21, 2022 Promise: A pool that would be ready to swim in. Problem: Continuing issues from pool installation. The pool was not cleaned after the job. Pool equipment does not function properly due to concrete workers washing cement tools in the pool and cementing the filter. Warranty is refusing to pay for a technician that came to diagnose the issues with the pump not working properly. The chemicals have been purchased by us but are not working as the filter was cemented over and not working properly. This has caused wasted chemicals.
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Customer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.