Complaints

This profile includes complaints for Cody Pools Georgetown's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cody Pools Georgetown

  101 E Old Settlers Blvd Ste 100 Round Rock, TX 78664-2266

  
• 

  Cody Pools, Inc.

  26615 Interstate 45 Spring, TX 77380-1907

  
• 

  Cody Pools Georgetown

  2907 N Loop 1604 E Ste 308 San Antonio, TX 78232-1719

  
• 

  Cody Pools Georgetown

  5115 S Interstate 35 Georgetown, TX 78626-7549

  
• 

  Cody Pools, Inc.

  24433 Katy Freeway Suite 200 Katy, TX 77494

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool built in 2021 with full warranty started leaking and has further expanded with sever cracking since built due to fault concrete. Company acknowledge this but is taking way too long to honor replacement due to warranty and their insurance.Replacement will require pool and deck replacement now and further damage rainwater system, water system for house, railing installed, landscaping, and more.

  

  Business Response

  Date: 01/08/2025

  Cody Pools has been in direct communication with the client and has initiated the process of identifying the cause of the leak. We are fully committed to working with the client to ensure that the structural warranty is upheld if applicable. In the meantime, we are prepared to implement a temporary fix until a permanent resolution is completed.

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this current response denotes resolution for now.  While we are disappointed in the speed of repair, the company is responsive to our questions.  They just don't have updates yet.  If the company (Cody Pools) does not follow through on replacement and damage incurred due to replacement we will reopen a response along with legal action separately.

  Thanks,

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

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool under warranty but Cody pools refused to repair

  

  Business Response

  Date: 10/07/2024

  Concerns have been resolved and client stated she will close the complaint.

  Customer Answer

  Date: 10/07/2024

  Complaint: 22358239
  
  I am rejecting this response because: they promised to fix the problem if I remove BBB complaint. I think problem should be resolved first
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We continue to have multiple problems with our swimming pool installed by Cody Pools earlier this year. There have been continual communication problems with this company, and despite multiple phone calls, texts, and emails, several items remain unresolved after "completion" of the pool.One of the skimmers is inoperable because a plug was broken in the skimmer during the construction process. Three separate techs have been out and noted that the plumber needs to return to make the repair. After months this remains unresolved.Three installed tiles on the decking were cracked/broken during the installation process. This has been reported numerous times with no resolution by the company. These tiles need to be replaced.There were supposed to be two loads of reflective shells included with the pool plaster. The plaster was installed without the shells due to inadequate communication between the company's departments. The pool needs to be replastered with the proper materials that were paid for. This has been reported to the company on multiple occasions.Two jets in the spa are loose and need to be repaired. The one jet that fell out was replaced but the others still need to be repaired.An incorrect umbrella mount was installed in the spa that is the incorrect color and has no cap leaving an open hole in the spa. This has been reported on multiple occasions with no resolution. This mount needs to be replaced.The pole for the pool cleaner has never been delivered. We have been told several times they will deliver the pole and vacuum device but only the vacuum attachment was delivered after several requests. The pole that was to be included needs to still be delivered.There is also a constant water leak in the plumbing installed by the pool pump/equipment. This was reported to warranty but it remains unrepaired.

  

  Business Response

  Date: 07/23/2024

  Approximately 2 months ago the plugs were removed and corrected and the tiles were replaced. We are currently looking into the additional concerns with our management teams for closure.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cody Pools has been unresponsive to correcting the damage their installers caused. I send **** Church a registered letter on 5/21/24, which was refused. The letter stated examples of their Construction Manager, ************************* failure to be responsive to my concerns, failure to follow-up on commitments/deadlines he established and failure to take responsibility for damage his crew did to underground pipes from the filter to the pool. An example of the lack of quality in their work is when they sent a representative to teach me how to maintain the pool it was discovered the Overflow was never installed...this was in Feb 2024. After several attempts to get **** to complete his work, which was 100% paid he finally did but not until I contacted my sales representative, *******************. At such time I though they would fill in the trench from the pool equipment to the pool and from the propane tank to the fire pit. Once again **** did not take any action, even refused to take responsibility for the trench which was obviously created by Cody Pools. **** had to assist in getting any action. A team using shovels and pick axes eventually came to fill in the trench. Unfortunately they damaged a pipe/pipes and I have constant ****************** claims his team didn't do it and refuses to correct the problem...stating he being nice in the first place in filling in the trench that he claimed was caused by the irrigation company. The irrigation did lay dry pipe for future use in the first third of the exposed trench from the pool equipment. No water ran their pipe.

  

  Business Response

  Date: 06/27/2024

  Our Construction and management team are actively working with the client to resolve his concerns. 

  Customer Answer

  Date: 07/03/2024

  Complaint: 21860232
  
  I am rejecting this response because: they claimed they would follow-up and to date they have not. The water district is threatening to turn of my water.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 07/17/2024

  The pool had a leak detection completed, repairs done yesterday and a restart scheduled today. The homeowner has been updated as well.  

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after several follow-up calls I find at this time this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into a contract with Cody Pools to construct a pool on our property on 10/27/22. We made the final payment on 5/30/23 and the pool was considered "complete" on 6/5/23. However, despite the pool being considered finished on or about 6/5/23, our pool has never functioned properly. There have been work orders open via *************'s warranty center for nearly a year. Despite regular phone calls, asking to speak to supervisors, etc., our expensive in-floor cleaners do not work and our spa spillway does not function properly. No amount of calling seems to spur Cody Pools to fix our pool, so we are reporting them here, in hopes that they will do the right thing and fix our pool.

  

  Business Response

  Date: 04/18/2024

  Superintendent has met with customer and gone over concerns and plan of action for tile and travertine that will arrive soon. Is also going to be back on site today regarding in-floor system.

  Customer Answer

  Date: 04/18/2024

  Complaint: 21552886
  
  I am rejecting this response because:

   

  Cody Pools has known about needed repairs for 11 months and has not successfully remedied the issues. I will now accept a response until repairs are actually completed.
  
  Regards,
  
  *************. *****

  

  Business Response

  Date: 05/06/2024

  All work has been completed.

  Customer Answer

  Date: 05/13/2024

  Complaint: 21552886
  
  I am rejecting this response because:

  In-floor cleaners continue to be non-functional.

  
  Regards,
  
  *************. *****

  

  Business Response

  Date: 05/29/2024

  All concerns have been addressed.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When Cody Pools designed my pool they decided to keep my existing concrete patio and extended the concrete to the pool with a drain between the new concrete slab and existing concrete patio. They poured the new concrete deck 8/21, by 10/10 it started cracking and raised 3/4" above the existing slab. This makes the deck drain not work properly and creates a 3/4" of water pooling up on my pool deck next to my house foundation for the rest of the day every time it rains. Over time this will cause foundation issues on my house along with being a tripping hazard when people are going out to the pool. On 11/6, their solution was cutting a bigger joint line between the 2 concrete slabs and install more mastic one the lower side to try to float the two slabs together. When they did this, they floated over part of my deck drain and made it so my deck drain cover cannot be removed to clean out if it gets clogged. They also painted the new joint the wrong color so now it doesn't match the rest of the deck. For the next two months the construction manager kept telling me that they are working on a solution but everyone is busy for the holidays. Two weeks later, they told me "you just have bad dirt and ground movement is out of our control so our hands are tied.It is now 4 months after they cut the bigger joint line and they still have not returned to paint it the correct color to match the rest of the pool deck.They also did not install end caps on my deck drain.A jet cover trim piece inside my pool is also not installed. They could not install it because they plastered over the s**** holes when they plastered the pool.They did not strap and weatherproof my exposed autofill conduit correctly so it broke in the freeze. If they installed it correctly underground it would be protected from freezing. I paid Cody Pools in full for my final payment on 9/7 and my pool still is not complete and they can't even give me an update on when any of these issues will be fixed.

  

  Business Response

  Date: 03/12/2024

  Our Construction Manager, ******************************* has left voicemails for ************ to call him back to schedule a meeting with him and our Warranty Manager to meet him to go over the concerns.

  Customer Answer

  Date: 03/15/2024

  Complaint: 21391683
  
  I am rejecting this response because: ******************************* left one voicemail and I called him back an hour later. He came by and looked at the issues and came up with a plan to fix them but didn't give me a timeline for when it would be completed and nothing has been corrected. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/19/2024

  It was confirmed this morning that the leak has been successfully taken care of. 

  We have contacted our vendor, ********************, regarding the final concern of the return guard. They are going to put this on their schedule and also let us know that,unfortunately, with the cold water it might not happen for a few weeks/months. We will stay in contact with the vendor and customer to make sure it remains priority.

  Customer Answer

  Date: 03/25/2024

  Complaint: 21391683
  
  I am rejecting this response because: I will accept the response when the drain cover is installed. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/28/2024

  We will be onsite 4/3 to install drain cover/grate. 

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went under contract with Cody Pools back in May 2023. They had a project manager that did not do his job and monitor the progress of the job as he was supposed to do. We would question him on the things that were happening, and we were told to trust the process numerous times. Shortly after completion of the pool (July 2023) this project manager was terminated as our issues were not addressed, and they assigned another person to ensure our issues were addressed and fixed. Since July 2023 we have had little to no progress. It was not until February 2024 that they sent someone out to fix our waterfall that has been leaking since the pool was built. We have been getting the runaround and nothing but excuses on getting the job completed. I have a long list of complaints about the pool build but since the original project manager was terminated, I will not list them. I would like for Cody Pools to do what they promised and take care of my issues! Below, is a list of things that were promised to be fixed and addressed on numerous occasions:Fix the leaking waterfall Remove buried concrete Do an acid wash on the whole pool area Touch up paint around the pool area Fix the wires near the pool pump Bury the ground wire Box the plumbing behind the pool

  

  Business Response

  Date: 03/04/2024

  We are currently working with the client on the resolving the concerns with the sheer. All other concerns have been taken care of.

  Customer Answer

  Date: 03/04/2024

  Complaint: 21354011
  
  I am rejecting this response because:

   

  They have only fixed one thing 

  concrete still needs to be removed

  acid wash has not been completed

  wiring still needs fixed

  still need to repair and paint the concrete  

  sheer is still leaking  

   

  there is communication but there are outstanding issues  other than the sheer

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

  

  Business Response

  Date: 03/25/2024

  All concerns have been addressed and resolved.

  Customer Answer

  Date: 03/25/2024

  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.

  They have been responsive and are in the process of fixing a few minor things that are left.

  All of the major issues have been addressed.

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

• Initial Complaint

  Date:01/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a pool built by **** that was completed in Aug 2022. Since early 2023 I have been trying to get them to repair a very bad plaster job. They came to see the problem and agreed it should be fixed. I have been trying for over 4 months to get them to schedule the work to no avail. They are very unprofessional and unresponsive.

  

  Business Response

  Date: 02/06/2024

  All concerns have been addressed as of last week and client is happy.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my property in Feb of 2021 the pool was build in 2020 brand new construction. The pool was contracted by the builder and Cody pools is the pool builder. 3 years later the pool is sinking into the ground. Apparently due to the assumption that the pool is sinking due to movement the the ground I am being told that the warranty is not applicable. Not only this, it is not cracking at this point but they have told me that warranty is void if they know that the pool has moved due to ground fill and it cracks in the future. There needs to be some accountability with respect to how the pool was put into the ground, diligence that was done on the soil, reinforcement that was planned for at the time of construction. Failure to do these appropriately and then putting terms in the warranty to absolve the builder of all accountability is not a good business practice.

  

  Business Response

  Date: 12/28/2023

  We understand ******************** frustration. Soil conditions, natural shifting, and other underground occurrences are latent and cannot always be predicted. We have  built pools for over 29 years and across the thousands of pools earth movement is uncommon but does occur. Because these issues cannot be predicted there are no builders who warrant for these potential conditions (which are also known as force majeure or Acts of God). In fact, our contract in Section 1 labeled "Warranties" excludes ground movement and other force majeure events from coverage; again, we exclude such causes because they are not predictable, and they are not caused by Cody Pools.Upon ******************** complaint our team of experts examined the pool and noted that the structure of the pool was sound. One side of the pool has sunk by approximately 1.5 inches in four years but because the pool was built properly it withstood shifting and still performs as intended. We value **************** and all our customers, but our contracts recognize that natural ground movement is and always has been an uncontrollable issue

  Customer Answer

  Date: 01/03/2024

  Complaint: 20952051

  I am rejecting this response because:
  

  The pool was not build on properly stabilized surface.  Cody pools built the pool and put it there.  To then have a clause in the warranty absolving them of all responsibility if the ground shifts makes no sense.  Part of building the pool is knowing what surface it is being put on.

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

  

  Business Response

  Date: 01/08/2024

  Again, we value all our customers and we take their complaints very seriously. When we have agreed to warranty something we do. But here, the contract the customer agreed to is clear that we do not cover issues caused by ground movement. We do not cover ground movement for all the reasons previously discussed in our prior response. We lament that **************** is unsatisfied as that is never our goal but the contract terms **************** agreed to expressly exclude issues caused by ground movement. We exclude those types of issues from warranty coverage for all the reasons stated in our previous response. This is not a customer service issue, instead, **************** is simply unhappy with the terms of the contract he agreed to.

  Customer Answer

  Date: 01/08/2024

  Complaint: 20952051
  
  I am rejecting this response because:

  Indeed the warranty indicates that Cody pools is not responsible for the pool in the event of movement related to the ground.  That is the equivalent of an auto manufacturer saying they are not responsible if the wheels fall off the car if not driven for 3 months because the car wasn't driving for 3 months.  Any structural engineer will attest to the fact that the soil in this part of ****** moves and that appropriate design considerations needs to made to properly protect against this.  Just like an auto manufacturer builds cars to factor in conditions of normal use - not write warranty clauses to void when the expected happens.

  Also on this point of me entering into a contract and me signing it, I did not. Cody pools contracted with the builder and I bought the house assuming the pool had been constructed with withstand local conditions.  Conditions on which Cody pools built the pool.  Results of soil study on which the pool was built are not something I saw or was. involved in, design of appropriate support for the pool is not something I was involved in. Cody pools was responsible for both so to say that I agreed to warranty terms is false.

  And I furthermore believe that most consumers would agree that a warranty that voids against known events vs planning them for and designing with them in mind is a clear indication of knowingly being negligent. 

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

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The pool has a crack and is leaking as determined by the expert they had us hire (with our money) to determine if the crack was in the surface or structural. It is structural which should be covered by their warranty. They are saying it is not covered because the entire structure moved.