Complaints

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:03/01/2024

  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.

  I hired Alamo Pool Builders to build a pool/hot tub in April 2022. I was told that this project would take around 6 months to complete. There have been many issued with this entire project which I will submit a BBB Review at a later time. For now, I just want this project completed. I reached out to the company on 27 Oct 2023 letting them know the Sense and Dispense Chlorinator wasn't working. I did not receive response from the company. I notified them a second time also letting them know that some of the stone need to be fix along with the heater needed to be tested, nails and rebar needed to be removed from my original patio. I was told that the Sense and Dispense would be covered under warranty and I needed to make final payment before the warranty would be effective. A couple of their employees showed up the weekend of 4/5 Nov 2023 to fix the grout. They did pull out the rebar and nails and told me to mark the stone that needed to be replaced and that another team would have to come fix that. They also said another team would have to come out and fix the Sense and Dispense and heater because they don't have the skill set to do that. As of today, no other team has come to fix anything. I contacted the company on 29 Feb 2024 asking why it was taking so long and was told to make final payment and that everything was done. It's not done. The Sense and Dispense and stone still need to be fixed along with the heater needs to be tested. The city needs to still come out and do a final inspection. The company said they will stop by to get final payment from me and go over what I think needs to be done. I informed them that they will receive final payment once everything is done. 1 year and 9 months after they broke ground, and this project is still done finished. I want this project finished. 3 months shy of 2 years on a 6 month project is unacceptable.

  Business Response

  Date: 03/01/2024

  Going to address this. 

  Customer Answer

  Date: 03/04/2024

  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 for now.  *********** has told me many times in the past, that they were going to fix the items and never did.  I will wait to see if they will fix/complete the items mentioned in the complaint so we can finally be done with this project.
  
  Regards,

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

  Customer Answer

  Date: 03/11/2024

  Complaint: 21368775
  
  I am rejecting this response because:

  I hired Alamo Pool Builders to build a pool/hot tub in April 2022. I was told that this project would take around 6 months to complete. There have been many issued with this entire project which I will submit a BBB Review at a later time. For now, I just want this project completed. I reached out to the company on 27 Oct 2023 letting them know the Sense and Dispense Chlorinator wasn't working. I did not receive response from the company. I notified them a second time also letting them know that some of the stone need to be fix along with the heater needed to be tested, nails and rebar needed to be removed from my original patio. I was told that the Sense and Dispense would be covered under warranty and I needed to make final payment before the warranty would be effective. A couple of their employees showed up the weekend of 4/5 Nov 2023 to fix the grout. They did pull out the rebar and nails and told me to mark the stone that needed to be replaced and that another team would have to come fix that. They also said another team would have to come out and fix the Sense and Dispense and heater because they don't have the skill set to do that. As of today, no other team has come to fix anything. I contacted the company on 29 Feb 2024 asking why it was taking so long and was told to make final payment and that everything was done. It's not done. The Sense and Dispense and stone still need to be fixed along with the heater needs to be tested. The city needs to still come out and do a final inspection. The company said they will stop by to get final payment from me and go over what I think needs to be done. I informed them that they will receive final payment once everything is done. 1 year and 9 months after they broke ground, and this project is still done finished. I want this project finished. 3 months shy of 2 years on a 6 month project is unacceptable.
  
  Regards,
  
  *************************

  Business Response

  Date: 03/12/2024

  The customers issues will be addressed...

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 are closing in at a FULL YEAR since they dug the EXPENSIVE hole in the ground. Our part time job has been to beg Alamo Pools move the process along. We are spending nearly $100k and we would like to be able to use the pool soon! We were told no more than 8 months to **mplete the pool and with a dry summer, it should have moved faster. See list of **ncerns below. 1. Lack of **mmunication about EVERYTHING (i.e. process, steps, questions, **ncerns, quality issues, etc).2. NO ****************** (PM)- ****** **nsistently a no show for **nfirmed meetings, **nfused about what is happening with our pool etc. A huge chunk of the delays is this lack of oversight (can provide emails for documentation).3. Numerous quality issues, again another reason why the pool is delayed. Please keep in mind with no PM, the quality checks were left to **, the customers. For example, the stone crew didn't handle travertine with care when installing (i.e. used travertine as a cutting board for cutting tiles or dragged travertine against each other while transporting/off loading and even laying directly on **ncrete/then dragging). We allowed them to "fix" 4 times, then demanded that Alamo make it right (it looked like ceramic once they "polished it down" and was slick/slippery (not good for a pool environment), plus ** the buffing marks/scratches were very visible). Requested them to pull up and re-do. We had to educate Alamo Pools on how to handle the stone; i.e put cardboard between the tiles and on the ground to prevent scratching & not cut on it (can provide emails). This took over 3.5 months, not to mention the other 5 big issues can share if needed.4. Blame weather and crews for delays, but quality and management oversight are the REAL reasons for pool delays.Feels like they over sold pools or failed manage staff. It's has been a terrible experience. We just want the pool we signed on for in Feb 2022.

  Business Response

  Date: 04/28/2023

  We have done great work building the Buyers pool, however due to the difficult aspect of working with these buyers we have had to

  rework finishes at our cost which we have done to satisfy their expectations.

  Unfortunately when we have to redo work it adds a lot of time to construction.

  Our Project Manager has been available for Buyers when needed. 
  

  The pool is at substantial completion and should be completed soon.

  Currently rain has been delaying ** for the past few weeks. 

   

   

   

   

   

   

   

   
  

   

  Customer Answer

  Date: 04/28/2023

  Complaint: 19994727
  
  I am rejecting this response because: we are NOT behind because of rain, pool status has been at this substantial stage, in their words since NOVEMBER 2022. We don't live in ******* its quality & lack of oversight, plus other delays on their end. Last week told work would be reviewed, no show, followed up, ****** confirmed he would be out yesterday via text- no show. To look at work done with human eyes, rain would not prevent! 

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

  Business Response

  Date: 05/01/2023

  Good news is we are almost finished with the pool.

  Supervisor has inspected pool.

   

  Customer Answer

  Date: 05/01/2023

  Complaint: 19994727
  
  I am rejecting this response because:
  
  This is only because I asked repeatedly for the inspection to happen for 2 weeks. 
  

  Please advise on next steps & real timeline for completion. Again, we are quickly approaching a full year since initial dig (today is 331 days). 
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/16/2023

  Yes, i missed it.  Just about done.  Thanks

   

  Customer Answer

  Date: 05/16/2023

  Complaint: 19994727
  
  I am rejecting this response because: the pool is still not completed
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 06/14/2023

  Complaint: 19994727
  
  I am rejecting this response because:

  This is a follow up to the previous compliant. 1. Waterfall is not uniform despite the cleaning tool being provided, as per the pool builder's instructions. Waited 2 weeks to get provided tool- 5 requests. They came out to house on 6/2/2023 & didn't notify me they were here, declared it "fixed" and left. It is not fixed, not uniform. Pool is less than 2 weeks old- they will not service waterfall, unless I pay a fee. 2. Discoloration on pool surface (white splotches and dark gray). Pool builder says it is hard water, but my neighbors behind me, have no issues- same water well, and that pool was built by Alamo Pool builders last year. This needs to be addressed, I had a pool servicing company come last week to service the chemicals, the report does not indicate hard water. I am NOT paying a service fee to Alamo Pool builders on a pool that is less than 2 weeks old to take a look at requested items, especially when we have had non-stop issues with quality. There is a warranty in place, they need to honor it.

  I've received no response from my compliant directly to Alamo Pools. Please see product installation issues brought to Alamo pools day 1 of the product was installation. 1.Splotches on pool surface: Raised day of install and subsequent weeks (with pictures) showing the issue. Initially was told by Alamo Pools it's a hard water issue on my end and instructed to get tested (even when the pool was not filled with water) I did as instructed. I've shared the water readings- it's not a hard water issue (via 3rd party pool service company). They refuse to respond or even come out and review, despite me sharing findings. Please view emails and pictures provided. In pictures you can see its most noticeable on the tanning ledge, but throughout the pool even when the water had not even touched those parts of the pool. 2. Waterfall is not working uniform all the time, despite daily cleaning (which was advised, is not needed) & has not worked properly since product installation (see several emails about this as well). I've spent almost 100k on a pool and they will not even respond to my concerns despite following their instructions. Please help.
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/29/2023

  We have responded and been to consumers home a couple of time due to Waterfall which needs to run at the highest pump speed in order to work properly.  We have shown this to consumer.

  Pool finish is a mottled finish because it is concrete and is well within standards for a quartz finish...

  Thank you for your business...

  Customer Answer

  Date: 06/29/2023

  Complaint: 19994727
  
  I am rejecting this response because 

  1.waterfall has been running at highest level/power and cleaned daily, is still not working properly. Needs to be looked at, as it has NOT worked properly since install (which Ive raised repeatedly). No one has come to look at it.
  2. Pool Finish, is not normal molting (different response from they responded before), they have not come to see it in person? 
  

  Please note. Ive submitted a lot of documentation & pictures/evidence, Alamo Pools has supplied ONLY deflected answers, leaving me with nothing. 
  

  What are next steps? 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/13/2023

  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.

  December of 2021 I contacted Alamo pools regarding a warranty issue with the decking around my pool. In the first few months of me contacting Alamo Pools, they sent three different groups of Alamo Pool Employees to my home to verify my claim. All good three groups of employees told me the entire decking needed replaced it was done wrong. Over the next 14 months Alamo Pools have repeatedly told me they have not forgotten, COVID excuses and that they would be out to my house to replace the decking. I am still waiting 14 months later!

  Business Response

  Date: 02/14/2023

  To whom it may concern,

  Many of our Supervisors' have gone onsite (on numerous occasions), to look at the Consumer's concern.

  After careful consideration, they've all determined that the Consumer's complaint is not deemed a warrantable item for repair.

  Unfortunately, the Consumer's concern is due to "Settling" and/ "Movement of the Earth." As outlined in the Consumer's signed contract, this is not a warrantable repair.

   Thank you.

  -Alamo Pool Builders

  Customer Answer

  Date: 02/14/2023

  Complaint: 19396492
  
  I am rejecting this response because:Alamo Pools Response is an absolute lie.  I have emails dating back to Dec 2021 that say Alamo pools is fixing the issue. Multiple people have been here and other than ******** every single person has told us the concrete was not poured and done correctly. For 14 months, Alamo pools has told they were fixing it. I have poctures that were sent to Alamo pools and all agreed this was not settling except AJ. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/15/2023

  After further review,  it seems ground expansion and contraction which is ground movement is the cause which is not warrantable....

   

   

  Customer Answer

  Date: 02/17/2023

  Complaint: 19396492
  
  I am rejecting this response because:

  The last time a Supervisor came to my residence was March 2021, at that time he stated hairline cracks are normal anything more than ***** size is not normal. When questioned regarding future issues, as I did not agree/think his repeated suggestion that texturing would be the end all solution to make it look nice the Supervisor said we will take care of any cracking that is more than ***** size, as that is not normal. Alamo pools emailed GM advised that our ***** crew leader will go out today (Feb 2022) to take a look at the issue and see how much concrete/materials he will need and his crew will be back tomorrow to fix the issue.  No one ever showed up. March 2022 a Supervisor texted me that he would be at my residence that day to address the shifting (his words). He never showed up. Attached photos show more than hairline *************** than ***** size cracks, show growth and widening of cracks (that is not settling or earth movement). Hairline cracks are less than 1/4 in wide, tiny L Shape, do not grow or widen. The cracks and separation clearly are more than 1/4 inch wide, not tiny L shaped, ARE growing and widening. Alamo pools now wants to settling and earth movement are the cause but for 14 months they have led me to believe they were going to fix their faulty work. Even went, so far as to say, crew was coming out to see how much concrete/materials were needed. Alamo pools is misleading consumers, lying to consumers and the BBB. NOTE: I was only allowed to upload 4 documents. I want to be able to upload all my photos, emails and text messages as proof to Alamo pools dishonesty and disgracefulness to stand behind what they told me and the terrible work they did. Not to mention the safety hazard they created by not pouring the concrete correctly. 
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/07/2022

  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.

  Reaching out to this company is nearly impossible! In March 2022 I emailed the maintenance department regarding the plaster warranty. There is one spot on the plaster were it fell off/chipped off. They told me that the plaster repairs had to wait until winter time. The ************ showed up on 12/5/2022 but left quick without fixing anything or any follow up. When I contacted the ************ he said that he was told by the pool company that the pool didnt need repairs because they were already fixed. That was the first time someone showed up in 9 months so obviously the issue wasnt solved. The pool plaster has 3 yr warranty but have been waiting almost one to get it solved.

  Business Response

  Date: 12/07/2022

  Consumer complaint is not warranted....

  The minor spot consumer is concerned with is characteristic of a plaster finish.

  Consumer states no response by Alamo Pools is not true...

  We have addressed all warranty concerns other than the unfounded plaster claims.

  Thank you....