Complaints

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

close

Find a Location

Gary Pools Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gary Pools Inc

  438 Sandau Rd San Antonio, TX 78216-3621

• 

  Gary Pools Inc

  13800 San Pedro Ave San Antonio, TX 78232-4465

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:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 utter dissatisfaction of the quality of my pool build and the incompetence and lack of care Within a 1 yr we suffered a major leak. A *** of ***** attempted to resolve what they thought the reason was. Leaking continued, ***orted immediately. It took another 2 wks to get someone out who finally completed leak detection. Leak was identified and ***aired under warranty. In less than a year, after winter we noticed cracking Initially they agreed to complete all ***airs.A manager came, discussed w/ me that all ***airs would be covered. He also contacted me by phone to tell me that ***** would be ***lastering my pool under warranty. A week later, while ***airs were still underway & pool was completely drained I was contacted by ***** stating that the const manager should not of said ******* would be covered under warranty,they were recanting the offer. They then proceeded to advise me that my lifetime warranty would be voided due to an uncapped pipe The initial const manager, as well as the design team were COMPLETELY aware we were placing our own concrete and the consmanager gave us the okay to proceed w/ own decking. Fast forward, the constmanager has since denied knowing about the decking ***** ***initially denied, then acknowledged that maybe he knew, to well yes he knew. I was advised that even though they now know he was informed, we discussed it that my warranty would still be voided! But that the cont would be spoken to. As a customer who spent 68k on a pool is told..Oops sorry but not our problem. ***** left my pool empty for a over a month never telling me to fill water into my pool. Not 1 employee told me the effects of leaving the pool empty! I contacted them by phone &asked about the pool being empty. Not until this time did they recommend filling my pool up half way. I requested the owner or manager to now come see what appears to be a shift in my pool. No one has contacted me. I am appalled of how they treat customers

• Initial Complaint

  Date:05/16/2024

  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.

  I contracted with Gary Pools to install an automated system for my pool, spa, and lights! I was told I needed a new system because my was old and the newer systems were not compatible! I agreed to have it replaced i was given a date on December 27, 2023 to have it completed! It was not completed and they came over again and again and still do not have it up and running as it should be! I was told the system needed to be updated before the 25th December 2023! So they installed a system that wasnt updated before they installed into my house and it may 16, 2024 and it is still not working! They told me a few months ago that theyll need to have the manufacturer send a rep to the the upgrade and they have not been in contact with me at all and still my system isnt working but they charged my payment and there money for a product they havent delivered yet

  Business Response

  Date: 05/16/2024

  11/16/23 **** went out to diagnose the automation issues the ** was having with his KZ pool. Automation was outdated and a replacement estimate was sent.
  
  12/26/23 **** went out to install the automation in a hurry,because the ** accepted the estimate late and wanted everything replaced before his daughters wedding that weekend which he was having at his home. He informed us that we would lose him as a customer if we did not have it installed and rushed to do so.
  We ultimately ran into issues that were not present at the time of inspection.
  
  1/24/24 heater was not communicating with automation. **** went out to fix but was not able to resolve on this visit.
  
  I was not able to get ** on the phone to reschedule or collect his receipt for the Jandy heater to process the warranty for the display board. ****************** came into Gary Pools and sat down with me to go over his concerns and grievances with the project. I addressed all these issues in person and set up the next visit with ****.
  
  2/22/24 **** went out because ** did not want VINO to go. We installed a new PCB board and comm wire under warranty and upgraded the system after a factory reset and all was working but the pool lights.
  
  Estimate was sent by **** for the repair on the pool lights.
  ** accepted.
  3-1-24 **** and a helper went back to replace the fixtures but found this was not needed and we saved the customer money by just replacing the bulbs.
  
  3-7-24 ****************** called us back stating the lights did not work and **** went to check. It was just a tripped breaker, and all the equipment was working.
  
  The last communication Gary Pools had with ****************** was on 3-7-24. We have not talked with him till he called in today about his automation not working and stating it never had, but I did go over each of these visits with him and stated on Gary Pools end everything was in working order with the automation on 2/22/24 and the lights were stated to be working since 3-7-24.
  
  ****************** did admit that he struggled with the app and had to reset his password and therefore the system was broken. I have him on our schedule for 5/24/24 with **** to look over the equipment. ****************** was fine with this date, because I requested, he needed to be present and on site. 

• Initial Complaint

  Date:10/30/2023

  Type:Product 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 Gary pools out twice. First time they spent 3-4 hours and charged me $320 for a leak detection. Afterwards they themselves admitted tech that executed leak detection was terminated due to incompetence. 2nd tech came out and lied to me that he could not get a camera into the pipe to do leak detection. Ended up convincing me that my leak is near pool equipment and that i need to replace it. Charged me another $308 for replacing plumbing i was insisting was not the cause of the bubbles. After the plumbing was replaced, leak has not stopped or gotten any better. As expected, since i suspected the leak was under the concrete by the skimmer.Since then i had another leak company come out. I provided them with 0 backstory, or my thoughts and they confirmed in 30 minutes what i suspected. They identified a leak 2-3 feet into the suction line on a 2nd 90 degree turn by the skimmer basket. At this point it has been confirmed that Gary Pools has done 0 work to resolve my actual issue. They have generated billable hours for themselves that were not aimed at resolution, but rather making money for themselves. I am $628 out with Gary pools with not a step closer to resolving my actual issue. I'd like a full refund as services rendered were not executed according to *********************.Request or refund was discussed, and they are only willing to refund one of the invoices. Surprisingly not the one that they themselves admitted to me was executed by an incompetent staff member that was terminated shortly after.

  Business Response

  Date: 10/30/2023

  Gary Pools takes pride in our leak detection work which is why we resolve to identify and fix every leak.  For this reason, Gary Pools refunded $320 to Mr.******** for the first work order where a technician achieved inconclusive results.  Attached is the proof of refund under the "Transactions for Customer" attachment.  A second and more senior technician was then dispatched to address what the customer assumed was still an air leak as he saw bubbles in his returns.

  When our second set of technicians went out, they heard and saw water escaping through the flex pipe before the pump (picture of water dropping from PVC attached).  The water being lost was a steady drip coming from the skimmer line.  They had to cut and repair this section of piping.  Once they repaired this section, they had to confirm their repair held, so they re-pressurized the skimmer line and it held, meaning no more leaks were present on the suction side. However, the technicians could not confirm there was not still an excessive amount of bubbles coming through the returns because the water level was too low.  The water should have been mid-way with the skimmer throat.  Since it was lower, the skimmer was naturally sucking in excess air, and thus spitting out excess air.  Attached is a picture of the water level. 

  Gary Pools advised the customer that once he filled his pool up, we wanted to come and re-investigate any leaks if the air bubbles were still present.  The customer stated that he already hired another company that would be coming out.  In spite of Gary Pools insisting that we prefer to solve any problems if we could have potentially missed an issue, he denied our requests to come re-investigate.

  At the end of the day, Mr. ******** did receive a refund for the work Gary Pools couldn't guarantee from the first technician, but we do stand behind the work that the second technicians did to repair the suction leak that was in the photos.  It is possible Mr.********'s pool had multiple leaks, as sometimes leak detections are a process of elimination.  If Gary Pools had been afforded the opportunity to take another look, we would have happily fixed the issue.  We are pleased to hear that all of the customer's pool leaks has been officially resolved.

  Customer Answer

  Date: 10/31/2023

  Complaint: 20795359
  
  I am rejecting this response because:
  I specifically asked for a repair in the exact spot where i suspected the leak. You provided repairs that were not required to address issue at hand, which is a leak by the skimmer basket. You generate billable hours to make money, and that is not OK. 
  Camera clearly confirms that there is a leak by the basket. your second technicians failed to notice something obvious. This was likely done on purpose to generate more billable hours because another professional took 30 minutes to identify this leak. Refunding invoice for invalid diagnosis is a start but it is not covering my full losses due to your malicious behavior. 

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

  Business Response

  Date: 11/03/2023

  Gary Pools cannot in good faith tear up decking, earth, etc. to replace sections of piping that we have determined are not an issue.  Gary Pools did not proceed with repairing the section of piping that the first technician stated might have a leak because they were unable to confirm these findings, which is why a refund was issued to Mr. ******** for the first appointment.  If the technicians had proceeded to "repair" the original section of piping that the first technician had a unconfirmed suspicion leaking, we would be liable when that "repair" ultimately did not fix the issue.  We only make leak detection repairs when the section needing repair is confirmed, as was the case with the leaking pipe at the equipment pad.

  Additionally, ************** did apply pool putty to stop a small hairline leak at the skimmer basket, as you can see in the attached photo and in the job's technician notes.  The technician then dye tested the area and confirmed the skimmer was not pulling more water.  Gary Pools was able to confirm that there were no further leaks in the skimmer line via the dye test and the pressuring of the skimmer line.  We cannot validated the findings of the other company and have no way of proving that their efforts resolved additional leaks in the skimmer line.  As stated previously, any leaks in the skimmer line would have been evident via the dye testing and pressure testing.

  Customer Answer

  Date: 11/03/2023

  Complaint: 20795359
  
  I am rejecting this response because:

  The 35$ charge on the bill is the only valid charge and you're welcome to keep it 

  I did not request tearing up decking. Just so that you follow through on an epoxy repair that you had already quoted. Or properly confirmed the claim as 3rd party has, with a camera, and then executed epoxy repair.

   

  Why am I responsible for your staff that is poorly trained to use cameras or didn't bring required equipment on site for testing to confirm original claim?

   

  You have failed to do your due diligence prior to recommending change in course of action based on your prejudice and repairs that were executed were unnecessary to treat root cause of the issue reported.

  When pipe was tested under pressure, what was recorded pressure? Is it equivalent to vacuum generated by the pump considering density of water vs air? And why was it so easy for 3rd party to identify a leak that took 2 of you're techs 6 hours to miss?

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

• Initial Complaint

  Date:09/15/2023

  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.

  On 16 May 2023 I became a customer of ****'s Pool; at that time the pool was not priming. ******* from ****'s came out and replaced only the mother board however, they charged me from replacing everything. ****'s then drained, cleaned, and filled the pool again; pool still did not prime. This on going visits from ****'s to repair the pool has been going on since May. ****'s has come out 10 times and still no resolution however, I have paid for various items to be repaired. the repairs I paid for weren't the problem. I call ****'s several times a week and get little to no response. Last I heard from ****'s was 31 August 2023. the technician stated we need to replace PVC pipe going from pump to waterfall and replace all blue glue. Since that time I haven't heard a word. My pool is green and has wildlife in it.

  Business Response

  Date: 09/20/2023

  When Gary Pools arrived at this job, the pool equipment was not working and the pool was green. Gary Pools did the initial work on the equipment, replacing the automation, and the customer requested a drain & clean. Once Gary Pools had finished the drain & clean and refilled the pool, the air suction and pump not priming issues were discovered. As we found and fixed one issue, we discovered that it was not the only issue causing the problem of the pump not priming. Sometimes there are multiple issues that cannot be seen until one of the issues is fixed. All of the previous work Gary Pools did on the equipment needed to be done. Gary Pools has gone out several times to find the issues and as a part of our customer service, we did not charge for three of those visits. On September 12th Gary Pools called the customer and left a voicemail, as she did not answer, we let her know this information and asked her to call Gary Pools back so that we can work out a solution. Gary Pools has spoken with both ***** and her husband and came to a resolution. Gary Pools will be out to fix the issue of the suction leak per the bid the customer approved. Once the issues are completely resolved and the pump is able to hold prime, everything should work fine. At that point Gary Pools will come back out and clean the pool
  
  
  

  Customer Answer

  Date: 10/04/2023

  Complaint: 20606066
  
  I am rejecting this response because: As of today 4 October 2023 my pool is still not functional.  ****'s pool did come out on 29 September 2023 and reimburse us for the actuators that were never installed however, ****'s pool could not verify their fixes on the 29th resolved the problem.  As stated in the response all previous efforts were required to be repaired and the repairs done on the 29th will resolve the issues and the pool will prime.  The pool cannot be primed or troubleshooted as is because the water level is low and the pool has a ton of debrie.  ****'s pool stated they would clean the pool but no date has been set another month has passed since initial complaint to better business. 

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

  Business Response

  Date: 10/09/2023

  As of today, October 9th, Gary Pools is revisiting the customer's pool to re-clean the pool itself.  While the customer has had ongoing priming issues which impacted the circulation, the pool has continued to digress due to a lack of chlorine, skimming, and brushing.  As pool maintenance is a combination of chemistry, cleaning, and circulation, Gary Pools is cleaning the pool as the circulation issue had taken multiple appointments to address.  The reason being that pool diagnosis sometimes has to happen in stages, as you fix one issue to see if that was the cause of the overall issue, and if that fix doesn't fix the overall issue, you continue to look for more.  We are happy to have resolved the priming issue and look forward to our customer having a clean pool to enjoy.

• Initial Complaint

  Date:06/12/2023

  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.

  On May 31st, a Gary Pools employee repaired a rust spot that had appeared on the wall of a pool Gary Pools had built for us 4 years ago. This was the second time within a year that they had to repair a rust spot, with both spots about 12" apart. This repair required removing a 6" section reinforcement bar (rebar) within the pool wall that had corroded. I believe that having two rust incidents within 12" and only 4 years after the pool was built indicates that the rebar was placed too close to the surface of the pool, and represents a structural flaw due to poor construction. I paid $621.53 for each of the two repairs, because Gary Pools insists that these repairs are out of warranty. I understand the industry standard warranty for such problems is ten years. I am worried that we will continue to have more rust stains, more rebar needing removal, and ultimately structural weakness in the pool wall, which Gary Pools won't take any responsibility for.

  Business Response

  Date: 07/03/2023

  Gary Pools always aims to deliver high-quality pools, so our team has worked hard to address the rust bleed in your pool.  Our service department will be in touch to discuss the long-term options for preventing future recurrences.

  Customer Answer

  Date: 07/07/2023

  Complaint: 20170952
  
  I am rejecting this response because: I have not heard from Gary Pools about their options for a long term solution. Based on previous experience with the company, I expect the options will be me spending more money for repairs that I believe should be covered under their pool structural warranty. The company has not offered to refund what I have already paid for two repairs that should not have been necessary with ************** build, or should have been covered under the industry standard warranty.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  After I cancel they still charge me.

  Business Response

  Date: 06/20/2023

  When service was cancelled by the customer, an employee forgot to also cancel the customer's enrollment in auto pay.  We apologized to the customer for the inconvenience, and have credited the account to reflect ******************** up until the date of cancellation.  When speaking on the phone with the customer, all was made right upon issuance of a refund.

• Initial Complaint

  Date:02/06/2023

  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.

  Ignoring disabled veterans and not fixing problems is discrimination and just shame on you! Your umbrella insurance as you stated to allow the hiring of illegal alien subcontractors is barbaric and you should be fined. Humerous, it is now Feb ******************************************** my neighbors. You sent one new contractor to assess my property and fix the removed tiles of my neighbors. Then no communication with you for months. At what point do you think we will just give up? We are also approaching 1 year warrenty. Again nothing from your company.Are you going to send plaster people that were required at the August 2022 punch out or will we now have to contact congress (*************************), bbb. News station, and bexar county business license issue dept?Just fix what you were paid for. I have a full time job, please do not force me to inform the world of your negligence. If so. It will become my new full time job. Shame on you for treating disabled combat veterans this way.We expected better.Here is only SOME OF our pictures proving your subcontractors Did not cover my fencing or house, causing damage to both. Oh yeah and our faucet and neighbors FAUCET are still leaking waiting for you to install the residential building code required pressure valves! !

  Business Response

  Date: 02/23/2023

  To Whom It May ************************** the complainant had reported their issues to the former head of Gary Pools construction, whom denied the majority of their concerns that were deemed not warrantable per the terms of our contract.  As that employee is no longer with the company, the correspondence with the customer ended back in August of 2022.  The customer just recently reached out again in February of 2022 to which Gary Pools immediately responded with a site visit.

  Gary Pools conducted a site visit to the pools of both complainant and their neighbor to assess the customers' plaster, faucet, and fence.  We have agreed to warranty the plaster concerns and are awaiting the customer's confirmation of our repairs appointment before we are to proceed with repairs.  The homeowner has previously been denied any repairs to the fencing as they were informed (and our contract states) that we do not restore pre-existing structures / improvements that *** be damaged during the process of construction.  In an effort of good will, the company has extended a  offer to attempt to resolve the situation, and we are pending the customer's acceptance of the goodwill offer.  In regards to the vacuum breakers (referenced by the customer as leaking faucets), they were evaluated and deemed to be in working order and are not leaking.  The breakers equalize in pressure when turning on and off, thus releasing small sprays of water. 

  Gary Pools looks forward to promptly rectifying the homeowner's plaster concerns and moving forward with our goodwill offer to ultimately resolve this issue.  

  Customer Answer

  Date: 03/02/2023

  Complaint: 19336992
  
  I am rejecting this response because:  First of all, Gary Pools gave me a final offer of $500 for the fence damage even though (according to them) that damage to the fence in the contract (attached) states they aren't responsible.  the $500 is a good faith payment, however they once again are bullying and violating the law because as you can see in the attached correspondence, they state they will only pay it once I remove all of my negative reviews, I have left for them, that is illegal.  Second, I find it convenient that they keep referencing the fence damage and not the house damage too, which I also attached the quote for that damage.  In the correspondence from them they state they DID damage my fence and house, they did request we give them quotes, they did say they can have their own contractors fix it using the umbrella of Gary Pools builders' license, and they completely ignored my request for the building code regulation pressure valve be added that I paid for and never received.  They state that the value is not leaking.  I never said it was.  According to the building code, in order to sell my house BY LAW there HAS TO be a pressure value item attached to the current value that is used to fill the pool.  It keeps the water from exploding under pressure damaging the home.  Then they want to FINALLY fix the plaster in my pool, but because they IGNORED us for EIGHT months their "patch" may be a different color due to the EIGHT months the pools have been in the sun.  That could have easily been remedied if they would have done what they should have in the first place.  That was fix all the items once the pool was finished.  Instead, they told me they would not fix anything until we released the final payment.  Once I did that, they became belligerent and never completed fixing the items.  I did not and will not accept their $500 for the **** damage they did to my fence and **** damage they did to my HOUSE.  IO attached pictures previously showing the pool contractors installing the plaster and oh yeah guess what?  NO COVERING ANYWHERE, not on my fence, not on my house, not on my outdoor furniture.  I have not even started on what they did to my neighbors, who got a pool at the same time we did, but they were missing fire rock around the pool, water value not working, oh yeah and the contractors urinated in their pool when it was just rebarred.  Very Professional Gary Pools.  I adamantly reject your lies and your response.  Shame on you for treating combat veterans this way.
  
  Regards,
  
  *********************

  Business Response

  Date: 03/10/2023

  To Whom It May ***************** referenced in the customer's previous response, our contract does not cover unintended damages to the customers fence or house as is standard practice within the construction industry.  An attempt was made to issue a goodwill credit for the fence, but rejected by the customer.  ******************** tried, but could not independently confirm, the customer's quotes for repair of the fence and house as provided by contacting the companies listed.  Regardless, in offering the goodwill credit Gary Pools was not looking to cover all expenses associated with the repair.  Gary Pools instead made it clear that the offer was to extend a hand in assisting the customer cover such charges.  Again, we are not obligated by contract to do so, as stated in the contract that the customer attached under the "Damages to Improvements" section.  

  In response to the regulation pressure valve, attached is a photo of the vacuum breaker that is installed at the customer's residence.  As their job is unpermitted by the city, it does not require the vacuum breaker.  Gary Pools' standard practice is to install the breaker regardless of city permitting requirements.  To clear up any misconceptions I have also attached a photo of what the customer may be thinking they need for their municipality, but that is not the model they should be looking for at their residence.

  Lastly, all plaster patches will vary from the original plaster regardless of whether the patch is applied one day after plaster install or eight months after plaster install.  As stated previously, the Gary Pools construction manager who was handling all ***** residence issues has not been employed by the company since September of 2022.  The ***** residence had not contacted our service and warranty department until recently to advise of any issues with the pool. Once notified, our team immediately began handling the situation. 

  Gary Pools stands by our warranty as defined in our contract and does look to promptly handle all claims.  Additionally, all warranty repairs are made in accordance with industry standards and practices.  Currently, the customer's plaster patch is the only open, warrantable claim but that warranty resolution has been rejected by the customer due to concerns over patch visibility.  Gary Pools has deemed a patch as a suitable repair as the customer has only two places for plaster repair, one of which is at the deepest section.  Patch visibility is not much of a concern due to the light shade of plaster that is in the pool and the depth at which the repairs would take place.  

  Thank You,
  Gary Pools

  Customer Answer

  Date: 03/16/2023

  Complaint: 19336992
  
  I am rejecting this response because:  How are you going to blame not contacting your customers for 8 months on an employee that no longer works there?  Over 9 employees with GARY POOLS, (not to include the 30 contractors) were well aware of our issues and needs.  Your lack of being able to keep up with your customers is inexcusable and not the fault of one person.  Once that person left your company, your company should have reached to their customers.  Your lack of professionalism is exhausting.  Again, the last, rude message we received from GARY POOLS was from said employee who told us they would call us when the plaster guy could get us on the schedule, since there was only one plaster contractor, and he was back logged.  As for the Vacuum breaker, which is actually the ***** Building code required backflow preventer/ vacuum breaker:  I attached pictures showing that there is NOT one installed and you are referencing the Orbit Timer not and vacuum breaker. I also attached pictures of what a backflow preventer/vacuum breaker looks like, since you still seem to be confused.  Additionally, I attached the email where you would give only $500 for the repairs of what you damaged (pictures attached) only after removing all my reviews, illegal.   You are twisting words, are responding with misleading, half-truths, or outright lies.  You also did not respond to the fact you use non-licensed workers under your Gary Pools building license umbrella (your words not mine), illegal.  The Gary Pools never checks on these persons to see if they did the job to code, kept a clean work environment, etc.  There is no accountability by your project managers, managers, or owners.  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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.

  I had a pool/spa built that was completed July 15th, 2022. Within 1 day of beginning to fill the pool I experienced my first leak. Some leaks have been repaired while others will be done at a later time yet nothing has been scheduled and no exact layout on how they plan to fix issues. I have had 3 water bills that have included pool leaks, that I have informed Gary Pools of along with ruin brand new landscaping from the leaks saturating my ground. They gave me a check for $500 towards my first 2 water bills however the 3rd bill was the most expensive as thats when the leaks got much worse. I informed them that I lost ****** gallons over 5 days from the water loss and yet Gary Pools feels theyve gone above and beyond the contract, that water is the homeowners responsibility, will do nothing to further help with water bills, nor have they scheduled any of the multiple repairs.

  Business Response

  Date: 10/31/2022

  Gary Pools has sought to resolve all of the customer's issues in a timely and professional manner.  The customer had a significantly high third water bill when compared to the water bills from the two previous months.  The final leak ended up being traced back to a small hole in the pool, which has been present since day one.  Thus, the water bill should not have increased significantly in the final month as the last leak that was repaired was present since day one.  A decision to not credit the customer for the increase in water was made based on this fact, but Gary Pools has since extended a goodwill offer to the customer to reimburse the customer for the final water bill, in addition to the credits that have already been provided.  At this moment, all repairs have been scheduled and there is an offer on the table to credit the customer for the remaining water bill, pending acceptance by the customer.   

  Customer Answer

  Date: 11/02/2022

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

• Initial Complaint

  Date:08/25/2022

  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.

  Pool was built last year, completed around June. Ever since completion the 2 sheer decents on either side of my center sheer descents has been leaking. The company tried to additonal pipe by my filter and pump, but it did not work. I was then advised by ********************* that he did not agree it should be leaking and would talk to his supervisor. I didn't get a call back and when I called back for an update, he was not acting manager. He advised that nothing would be done and the dampness was within the parameters of the sheer descent. It is not damp but continuous leaking. The construction gentleman that came out also advised that it should not be leaking continuously and it was a design flaw, as well as the previous manager ******* confirmed this. **** advised that nothing would be done and I would just need to keep up with the additional maintenance this causes. I do not run my sheer descents because I have been wanting a fix and resolution to the problem. I advised if a fix could not be done then I request the 2 be sealed to fix the issue and to give me a refund for those 2 sheer descents as it was a design flaw - since my pool is built up not directly into the ground. I should not have to clean something that I do not use, the continuous leak from the actual sheer descent is not acceptable. I cannot find anywhere that this is acceptable. I have sent numerous photos and videos to Gary Pools for this to be fixed and to be told nothing will be done is unacceptable as I spent over 80k on this pool. I would like a refund of the 2 sheer descents and for the 2 side descents to be sealed permanently.

  Business Response

  Date: 09/14/2022

  To Whom It May Concern,

  Gary Pools has conducted multiple, thorough tests to detect whether the customer's sheer descents were leaking, as initially reported by the customer.  A check valve was installed in the plumbing line to prevent water from circulating to the sheer descents when shut.  After the check valve installation, the customer reported more leaks coming from the sheer descents based on dew that was remaining on the edges of the outside sheer descents.  

  To double check and confirm that there were no active leaks coming from the sheer descents, Gary Pools cut the plumbing line right after the check valve and ran the pump on high for forty minutes, with a pan underneath the check valve.  During this forty minute run time, no water was expelled from the check valve, thus confirming that no water was running to the sheer descents when the check valve was shut.  Any water escaping through the sheer descents is coming from the natural runoff that occurs in sheer descents once they have been run and subsequently shut off, as there is still water that will remain in the pipes due as that is how sheer descents are plumbing into pool systems industry wide.

  As a measure of goodwill, Gary Pools has agreed to cap the customer's sheer descent lines per the customer's request free of charge. 

  Gary Pools SA LLC