ComplaintsforSky Blue Pools, Inc

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023, I ask this company about replacing my waterfall feature because it was leaking and the rocks were flaking into the pool and leaving dirt. He came out and looked at it and told me that they could replace it with stone that would not flake or break apart or they could build a more elaborate water feature. after getting the quotes for the price, I decided to go ahead and have them rebuild the waterfall with the stone that he stated would not flake off or break off into the pool. His men came out and rebuilt the waterfall all was well until about a month later, and I started noticing red dirt in my pool from the waterfall. I hadnt even run the waterfall that much because of winter. The dirt has just gotten worse in my pool and I wont be able to use it this summer because the minute I clean it 10 minutes later is full of this red dirt from the waterfall again. When I contacted sky blue pools about the issue the only thing he could tell me is that I didnt tell him it was a saltwater pool and the saltwater was causing the rock to disintegrate. He wanted to charge me $1200 to come out and remove the waterfall. I dont feel like I should have to pay anything because of the fact that when he came out, I asked him about the rock for the pool. He is the expert Landscaper why would he offer me a rock that does the same thing that the previous waterfall did. I want this waterfall removed or some other kind of resolution. He did not offer to do anything other than charge me another $1200 to correct the issue.

  

  Business response

  04/18/2024

  *****************. When you initially called us out, you and I stood behind the old rock fountain and you told me that the stone was coming apart and going into your pool. **** also mentioned that the people who built it made it much larger than you wanted it to be. I don't remember exactly what stone it was but I do remember thinking it wasn't the type of stone that was typically used to build a rock fountain. I believe it was some sort of flagstone which by nature is super flakey. We talked about using a boulder type of stone and making the rock fountain a bit smaller. After close to a year later you texted me saying the rock was coming apart and you demanded something to be done about it. Immediately I called my stone ***** and told him what was happening. His first question was " Is the pool salt water? " I told him I didn't know that I would ask. Once I asked you and you said " Yes " I told you that was the problem. You said you told me it was salt water but we never spoke about how your water was being balanced. We also never looked at your pool equipment. Therefore I had no idea you had salt water. You then told me that you wanted me to remove it. I again contacted my stone ***** and he said it would be $1200 to demo and remove rock fountain. You said that you would not spend another ***** and demanded I do it for free. I then informed you that I don't have anyone who will work for free. This was probably shortly before you contacted the BBB. The next day or so I texted you a picture of a stone sealer that claimed to seal against salt water. We will still be happy to do this for you.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2023, I paid $30k for a complete pool remodel with a 10 year warranty. There were many problems along the way, such as my electric outlets and switches were "fried" and my pool pump ruined in the process. After Sky **** said the remodel was complete, in July, I notices the water level going down. I had to fill for an hour each day. In August it was becoming a daily refill. I called Sky **** and the owner **** came by and said the leak was where they installed the pool light. He said they will come by in October and repair the ****. They did come by the first week of October and drained the pool and removed the light. That is when the employee and I noticed 3 large cracks on the wall of the pool. Three weeks later, I was sent an invoice for $1400 to repair the pool. The pool is under warranty and there was no leaks until they worked on the pool. The light has been sitting out and the pool drained for 3 weeks. I refuse to pay $1400 for repairs when it is the fault of the pool company that there are cracks. Also, the mastic has shrunk and there are now gaps. Also see a crack in the tile. All these can be seen in the attached photos. I would like my pool repaired at no cost to me and returned to $30k remodeled condition. I would like to be reimbursed for the pool pump which they burned up and made me pay for. I do not feel I am being unreasonable after Paying $30k for a remodel with a warranty. I can send more pictures if needed. Employee ***** told me that it was not the pool company's fault and that I should go call my lawyer. My lawyer advised I file a complaint with the BBB first.

  

  Business response

  11/10/2023

  *** ************************** We At Sky Blue Pools, take pride in the work we do. First of all, we completed your remodel around the end of June. You noticed that you were losing more than the normal **** inches per week in July. So, at the beginning of July, we sent out ***** to lower the water in your pool so we could apply Marine Silicone around the light cord and the conduit in the pool because we suspected that there could be a leak there since your pool is very old and we did replace the light. We filled back up the pool and you said the water loss stopped. Then in August, I came out because you said the light was not working. I found that ************** did not wire up your outlet and your outside lights and found out the new Pool light was bad. So we pulled the light out and installed a new pool light, installed a new switch for the light and hooked up your outlet and outdoor lights to the other power wire supplied. I explained all of this to you and told you that you will have water loss in that conduit again, because we just had to replace the light again and the cord is not sealed. I recommend to you that, we wait until the end of the swim season to drain pool and apply Marine Silicone back to the cord in the light niche, so you could use the pool. You said that would be great. You also stated that we blew your Booster pump upon all the electrical issues we had at your property. That is Impossible. It was explained to you that your lights are on 110-Volts and that your Booster pump, that went out is on 220-Volts. That's 2 completely different legs of electricity. So upon us coming out the 1st week of October to drain the pool and seal the light conduit. We noticed that you have 3 new cracks in your pool plaster. The cracks in the pool are not from bad plaster. They are from your Gunite shell cracking because of how hot it was this last summer. When we plastered your pool, your shell had no cracks in it. if it did, We would have recommend applying staples to the cracks, like we are recommending now. Your issues are not with the work we completed rather the shell of your pool, which has cracked. IF the plaster has cracked, the pool would not leak. we would fix it. If the shell cracks, the pool leaks. The ******* is for us to fix your shell cracks. You have a 10 Year Manufacturer's warranty on the plaster but there are no issues with the plaster. The light sitting out on the deck will have the marine silicone applied to the cord and niche when you agree to fixing the cracks. As for your Mastic work, I already told you that we did nothing with your deck in this remodel and that your deck is going to keep moving especially if you don't water around the foundation. You and I discussed this in detail when I showed you where your deck is sinking at the back of your pool. We can redo your mastic but you will have the same issue by next season. If the mastic has an issue it would tear down the middle not stay like a solid straight line, where your deck is pulling away from the pool. Now how is that the fault of the mastic work. I am sorry that you and my remodel manager did not get along during this process but he tried to explain to you your new issues with your pool and all you told him is that, it better be good news because I am not paying for anything. My remodel manager tried to explain to you that the cracks are in your shell, not just the plaster. you then, proceed to not talk to him and said you were going to your lawyer. Hopefully this information helps you in your thought process going forward. 

  Customer response

  11/30/2023

  Complaint: 20797364
  
  I am rejecting this response because: Please see attached. 
  
  Regards,
  
  *************************

  

  Business response

  12/20/2023

  ********************, Again I have been out to take care of the pool light situation. When we proceeded to seal the light niche, that is when we found that your plaster has cracks in it. We had the owner of our plaster crew come out and inspect the plaster for the cracks and he stated that the Gunite shell is cracked, which cracked the plaster. Upon your remodel and the application of new plaster, your gunite shell was not cracked at that time. Our plaster crew will not plaster a pool if the gunite shell is cracked. Again, ***** inspected the shell and found no cracks. And for you to insinuate that the plaster crew cracked your plaster while installing the bond coat. How, with a rolling paint brush. So now, you hired a leak detection company that did a pressure test on all the plumbing lines, but did not dye test the cracks with water filled up to the correct level, inside the pool. Where the water level is now in your pool, 1/2 way down, there are no leaks out the plaster cracks in the gunite shell. I told you that the $1400.00 is to fix the Cracks in your gunite shell. I will not fix the plaster until you agree to pay for the crack repair that is in your gunite shell. ALSO, we will not reimburse you for the leak detection in the pool, or any repair with putty that was applied to whatever holes you state were in your plaster. It looks like you had the leak detection company re-install the led light in the niche. Hope they sealed the cord with marine silicone or it is going to leak. I Told you we would do fix that at the end of summer upon draining the pool this october. As for the plaster in the main drain, we can clean that out. That should cost nothing. Your lack of knowledge with the pool after the fact proves that you are the one that has ignored us. You stated that we have not contacted you regarding invoices. You have all of them. We have not contacted you until we noticed that you did not respond to my response from the BBB. SO, we sent you our copy and then you finally responded. NO one is ignoring anyone. We will take care of what is under warranty. Your Gunite shell is not. 

  *****************, Presiden

  Sky Blue Pools, Inc. 

   

  Customer response

  12/25/2023

  Complaint: 20797364
  
  I am rejecting this response because nothing has been resolved yet.  Here are some of my issues and questions that still need to be addressed:

  I told you that the $1400.00 is to fix the Cracks in your gunite shell. I will not fix the plaster until you agree to pay for the crack repair that is in your gunite shell.
  
  --What type of repairs will the $1400 cover?  Staples?  Silicone?  Please explain in detail.  I was told that the cracks are not that serious at this time and that I should wait to see if they worsen.  If they do worsen later, will you still repair the plaster if I pay to repair the shell?
  --What repairs do you do to the blue plaster when the shell is repaired? Will you replace the blue plaster one the gunite crack is repaired?  Please explain.
  --As far as the plaster in the main drain.  When will you be able to clean this out at no charge?  Will it be in the summer?
  --My lack of knowledge of the pool is partly because I was never given the pool 101 class that ***** promised upon completion of the remodel.  Still waiting for this.
  --Also, pool detection people pointed out that the mastic is separating, again.  You had someone come out to fix the separation once in July.  People told that this should not be happening with newly installed mastic installation unless subpar product was used.  Again, my lack of knowledge of pool limits me.   Should the mastic be separating this soon after installation?  Is it under warranty?

  
  Regards,
  
  *************************

  

  Business response

  01/17/2024

  ****, The $1,400.00 covers the staple installation and the plaster re-installed in that spot. When your leak detection did a dye test on the cracks, it was lower in the shell where the cracks should not be leaking, Right now, if you fill the pool 1/2 way to the tile, your pool will leak at the top of the crack. That's where the crack is open the most, through your shell, behind the tile and about 18 Inches below that in the shell where the plaster is located. This repair on the cracks comes with a 1 year warranty only. There is no way to warranty a cracked pool but we will honor that repair for 1 year.  And, yes the plaster will be applied to that repaired spot at no charge. Once we install the staples in the gunite shell, we will then proceed to clean out the plaster in the main drain, ************ silicone to the cord for the light niche, Replaster the pool in that spot where the cracked shell has been repaired and then fill up pool and spa. We will complete an acid detail on the plaster surface and it should be good as new.  As far as the mastic joint goes, so does your deck. You see, we did not replace your deck upon this remodel. It is your original deck from the day the pool was built. So when your deck moves, the mastic joint fails. The reason the deck is moving is because originally when the pool was built, there are pieces of Rebar that come off the shell of the pool, spaced about 5ft all the way around the pool. They are then bent down and tied into the steel that is set for the deck. The bars are called wing bars and hold the pool and deck together at the same time. SO, since we did nothing with your deck, your decks original wing bars are probably rusted and broken off at the edge of the pool. Thats what causes your pool deck to rise and sink in spots around the pool and spa. We can replace the mastic again, but this issue will happen again once summer gets here and drys out the **** under the deck and will, again, seperate the mastic joint from the pool and the deck. Hope this helps. 

  *****************, President

  Sky Blue Pools, Inc. 

   

  Customer response

  01/23/2024

  Complaint: 20797364
  
  I am rejecting this response because I need the following clarified:

  ****,
  
  
  Thanks for the response.  If I decide to go with the $1400 repairs which covers the staple installation and the plaster re-installed in that spot, can we do it in the summer?  Also, there are numerous cracks that were spotted, does the $1400 cover repairing all of the cracks?  I think there were 3 or 4.    If I decide not to repair the cracks until a later time, when would you be able to clean out the plaster in the main drain, free of charge?   In the spring?   Also, you did not answer my question about the "pool 101" class that I was promised but never given. For example, I was never shown how to regulate the water on the slide.
  
  Awaiting your responses so that we can move past this.
  
  Regards,
  
  *************************

  

  Business response

  04/12/2024

  ****, It should cover the original cracks that we found in the pool. I think they are the ones that go through the beam of the pool. If there are more, then we will have to look at them and see if there is any extra work. Once you agree on the crack repair, we will drain the pool and clean out the drains. And, Yes we will show you how to use your waterslide. We should get on it ASAP. Hope this helps. 

   

  ****. 

  Customer response

  05/03/2024

  Complaint: 20797364
  
  

  ****,

   

  I do not want your company to do any repairs other than clean out the plaster from my drain and to educate me on how to work the slide.  What do I need to do to set up an appointment for your company to do this warranty work, free of charge and provide the slide instruction that you originally promised?

  
  *************************

  

  Business response

  05/05/2024

  ****, Call the office and I will schedule the necessary work of draining the pool, cleaning out the main drain. Then you can fill up your pool and we will put start up chemicals in and show you how to use the slide. Thats it. Thanks

  *****************. 

   

  Customer response

  05/07/2024

  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 as long as the warranty work gets done.
  
  Regards,
  
  *************************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pool pump stopped working a couple months ago, so I called this company to replace/rebuild it, as well as do a filter cleaning. I prepaid the whole expense upfront ($1,800) but had a lot of issues getting the real technician coming to fix it. ****, who coordinate the whole work, kept telling me that someone will show up the next day or two, but nobody did. After over a month, the work was finally done. However, a ton of DE leaked into the pool and the filter failed to keep them. I hired another independent pool company and they informed me (without charge) that I have to go back and file a warranty claim because there is apparently a filter leak. I'm working with Sky **** Pool right now but given the recent experience, I don't know how long it will take. The pool has been sitting under the Texas sun for over a month, unusable.

  

  Business response

  07/19/2023

  Thanks for the review. *************** hired us to complete some major plumbing and pump issues. Once we completed that work, we opened a new work ticket to follow up and have had an approval for a filter clean. Upon cleaning the filter, Found that the manifold was broken and that the grids looked ok but are worn, none of the grids had holes in them. This filter clean was started on Saturday. We proceed to get the part needed and Installed it on Tuesday, June 3rd. Once we installed the manifold and all parts, we added DE to the filter. THERE was no blowback upon completion on June 3rd. Our office did send *************** an invoice for the repairs and the filter clean, because we have been updating our old computer system to a new system and his original work ticket never made it to the new program. Therefore, we thought we were done until we received an email from *************** on June 23rd stating our work was not complete. There is DE in the pool. Again, with our new System, we have opened a new ticket to help ******** out and we are responding to him as I type up this explanation.   

  Customer response

  07/19/2023

  Complaint: 20227559
  
  I am rejecting this response because: The company's statement was incorrect. I was told on the spot that the grids were broken and was charged to replace the grids. After the work I checked the grids and they were still broken (have holes). Also the white/green residual in the pool was not DE but dead algae. The company has promised me multiple times that the pool filter cleaning would **** out the residual and I can do backwash to get rid of them. However the pool condition has deteriorated significantly after the filter cleaning. I have to drain the pool completely to fix the issue.
  
  Regards,
  
  ***************

  

  Business response

  07/20/2023

  *****, I again disagree on you paying for the grids. WE have no invoice here billing you for any grids or the Manifold that had to be changed out. *****, Route manager is the one that installed the Manifold and said that there were broken grids but no holes in them. Upon him installing the grids and manifold, no DE blew back. I would be more than happy to send you every Invoice we have charged you and you will see no invoice for grids or the new manifold. ***** said he called you and sent you a text yesterday to get this squared away. He is going to respond back to you again today so we can get this squared away. We can fix your green pool without draining It. Thank You. 

  Customer response

  07/20/2023

  Complaint: 20227559
  
  I am rejecting this response because: I've attached the chat history. I paid on 5/11 with the filter cleaning. The work was not done. I've been keep following up to no avail. You guys caused the green pool now you are talking about fixing it? I've drained it. Thanks for your time.
  
  Regards,
  
  ***************

  

  Business response

  07/25/2023

  Thanks for your Response ********. As per my last response, it is noted that you paid for a filter clean, which was done. As for new grids and a manifold, The only thing installed, NEW, in your filter was a new manifold and, again you were not charged for it. On your original invoice, dated on 05/11, you will see no DE manifold or DE Grids. Also, you will not see any other invoices generated after that original invoice on 05/11. We at Sky Blue Pools, have tried several times to contact you to fix the issue of your green pool, but you have refused to call us back. Sorry we could not help you with your pool needs. Thank You. 

  ****************** 

  Customer response

  07/25/2023

  Complaint: 20227559
  
  I am rejecting this response because: *********** promised the filter cleaning would fix the green pool but it didn't. Also it took weeks/months before the company to come out and do the work. Please provide all the time and communications that you have (which I doubt you saved), and when you received the request and when the work is done. It's not about the invoice or what's paid. I'm willing to pay for you to give me a clean pool but you failed. At this point I no longer need your service because I have hired another company to drain the pool.
  
  Regards,
  
  ***************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract for pool repair and remodel not complete yet sky blue wants final job complete payment of $1000 before they satisfy contract. Owner threatened that if I dont pay they will not warranty their work. I am happy to pay if they finish the job. I have made all payments timely up to the final..I am afraid if I pay them they will never come back to finish pool. Items still needing to be complete are spa ledger stone missing , spa water drains out of waterfall feature on left and right side needs stone to redirect water back to pool. They say they jackhammered out spa jets and replaced them one is not working and I am told this is additional work and cost but should be part of this job. Need to finish the waterfall that their crew began knocking apart then abandoned the job. This was outside of scope of job but agreed to do for $200 I would still like it completed. In addition to finalize contract I need to have an addendum removing items that were in the bid but did not happen ie jackhammer out Jets and remove and replace spa drain

  

  Business response

  07/19/2023

  We at Sky Blue Pools entered into contract with *********************** to repair and remodel her pool and spa on December 2023. We completed all the work on her pool and spa on April 27th, 2023. We called ***** on April 27th to collect final payment. Customer called on 05/02 and said that she wanted some extra work to be completed on the Spa ledgestone where there is a gap that she wanted filled with mortar. Also, she asked if we could level out the spillway more and adjust one of the spa jets in the spa. We proceeded to tell her that we can come out once final payment has been made. The issues she is bringing up are warranty Issues and we are more than happy to complete them. ***** was satisfied with all the work that was completed for over a month until the final part of the job, the Mastic joint was installed on 04/26/23.  ***** told *********************, Remodel Supervisor, she will send in final payment when she gets back from vacation. Again, customer called once she arrived back in town and went over the issues again with ***** and told him that she would not make the payment until the work was completed.  At that time, if payment is not received, Customer has voided warranty on all work completed and broke the contract payment terms that she agreed to. Therefore as of today, this customers work will not be completed until we receive final Payment and customer has no Warranty. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract with this company for a Pool renovation. There have been many bumps in the road, and I still do not have completion of the project. They trenched the yard for new pipes for the waterfall, and I still have trenches in the yard. They placed a power pole behind the waterfall which looks terrible. I was never consulted on where to place the power for the pool light. I came home from work and it was concreted into the ground. They used my current pump to power the waterfall, placed new parts in my pump and now it is so loud when you turn the pump on you cannot sit on the patio, because of the noise. They built a waterfall instead of ordering a pre-fab waterfall that would have been cheaper and looked better. They did not replace the drains on the patio when they put on the new coating on the concrete. For this company to have such a good rating the work has been sub-standard in my opinion. As a consumer you would think that the Sky Blue Pools would want the homeowner input during the process, but work was done most of the time without us being consulted during the process. Poor customer service and no satisfaction on what I spent a large amount of money for.

  

  Business response

  07/08/2022

  *******, we will be in touch or you may call us to get on the schedule to come out and look at what needs to be done. Tell us why here...

  Customer response

  07/15/2022

  Complaint: 17194127
  
  I am rejecting this response because: 

   

  I am rejecting the response, I did make phone calls on numerous occasions before the complaint was ever filed with the BBB. I was never answered and never contacted about them coming back out. So that is why the complaint was made to the BBB. 

  They talk a good story but they never respond when I would call.

  
  
  Regards,
  
  ***********************

  

  Business response

  08/09/2022

  **************,  I am sorry you feel that your job is incomplete. As of our last visit to your property, your job is complete and was to your satisfaction. I do not understand where you think Sky Blue Pools is responsible for your grass in your yard. We are not. We trenched new lines in your yard, filled them with the same dirt that came out of the trench and filled them back in. We are not responsible for Sod. Next, I met you out at the site after the pole was installed and you told me that you were happy with it being there so you could plug your robotic cleaner into the outlet that we installed on the pole for you. That spot was the only place where your old light tower was located. We could not move it or change it because of the original electrical source at that location. Upon completion of your waterfall, you were happy with the looks of it and how it performed. You met *****, several times to go over the progress and changes that you approved. Regarding the new pump installation, I did the installation myself and switched your original pool pump, moved it to the waterfall lines, and installed the Variable Speed pump on the pool plumbing side. This would give you your biggest savings since the pool pump runs all the time and the waterfall pump runs when you want it turned on. At the time of the switch, the only part that was changed was the Multiport valve on the filter. It was broken. There were no repairs by me or anyone at my company on the original pool pump that is now the waterfall pump. At completion of the whole project, You were shown the way to adjust the valves to eliminate the cavitating noise of the waterfall pump by my staff.  There are valves installed to adjust the flow of waterfall. You also state that you were interested in a prefab waterfall. Per *****, this was never brought ** in conversation and we do not offer or install prefab waterfalls. We use real materials and built you a waterfall that you liked upon our completion.  As for deck drains, the deck drain covers were all replaced by our deck crew and then painted to match the deck.  You stated in your complaint that you were not notified of how the work was going to be done or completed. ***** met with you each and every time, and talked to you every Monday, when it came to the next phase of your project. ***** let you know what was going to be done and how it was going to be completed and Sky Blue Pools proceeded to move forward because of your satisfaction. As of this response, we at Sky Blue Pools, Inc. are complete with your pool Remodel.   

  *****************, 

  President.  

  Customer response

  08/09/2022

  Complaint: 17194127
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Sky Blue Pools to remodel our custom spa. There is one remaining item left that was promised, but never completed. We would like for the mastic to get replaced as soon as possible.I haven't heard from Sky Blue pools in several weeks and every time I do talk to the Manager in the past month he promises the work will be completed...but here we are.

  

  Business response

  03/21/2022

  ****, Thanks for your concern regarding your mastic. I understand that this repair is because of a faulty leak at the back of the spa from a missing jet. Usually, Mastic joints are applied at the end of each job. I understand that the stone work was completed Somewhere around February 11th, 2022. Since that time, we have had maybe a hand full of days to where we can install mastic. Its was either too cold and or windy to install mastic. But the weather is warming up for us to complete this task for you. Rain was in the forecast for today, but looks like we have some good spring days ahead. We should be able to complete this task here shortly. Thank you. 

  Customer response

  03/22/2022

  Complaint: 16917792
  
  I am rejecting this response because: Thanks very much for the response.  Please send another response after the job is complete so I can select "Accept Business Response" and close this Complaint.
  
  Regards,
  
  ***************************

  Customer response

  03/28/2022

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

*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. ↩