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:05/17/2024

  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.

  Since the construction of pool we have had on going issues with fire bowls not igniting and glass pool tile continuously falling off. We have been more than patient in the matter and have tried to work with Keith Zars with no resolve. We were awaiting repairs (fire bowls) as we were informed by the technician whom came out to work on our pool for another matter that the work order was in the queue, when we reached out to check the status we were informed that the fire bowls were no longer cover as we were outside of the 1 year time period (from date of pool plaster) however, our fire bowls were installed as well as work performed on them (turn key installed for permit) well after the pool plaster and from the initial install we have been experiencing the same issue with the same bowl with no resolve. Out of all the work order submissions there was only one repair performed to replace the burner yet we continued to have the same issue. All other work order responses were returned stating that bowls were working yet when we attempted to turn them on they were not resulting in several work orders being submitted with us stating bowls are not working and Keith Zars either not showing/canceling work order with no resolve, and or coming out stating that the bowls were working when they were clearly not. I elevated the issue about 2 weeks ago, team came out but once again we have not received any feedback as to what is going on. The glass tile has also been an issue. The raised spa is no longer level, wrong grout color used in repairs and tile continues to fall off. We have been working with Keith Zars on this matter as well and was informed that tiles would be order, and someone with be out to make repairs. We are kindly requesting Keith Zars provide a timely and effective resolution on the tile repair, fire bowl equipment failure repair and a date as to when we can expect repairs to be completed.

  

  Business Response

  Date: 05/21/2024

  We went out and inspected the issues/pool. Ordered part for fire bowl and replacing a few 1x1 tiles. 

  Customer Answer

  Date: 05/22/2024

  Complaint: 21723881
  
  I am rejecting this response because:
  
  Tiles are still missing, unleveled in areas from multiple patch work causing water not to spill evenly, and mismatched grout (white) not addressed.  Also, *********** inquired on site visit if the spa spill remains on and we informed him that we can not run spa spill and water feature at the same time and he informed that this needed to be addressed as well. We have been getting patch work/replacement of tiles (since pool was built) but continue to have the same issue and patch work/replacement of tile only has not resolved issue. Fire bowl parts ordered and we have been informed  that parts may take approximately 2 weeks. Response not accepted at this time  as although issues have been addressed they have not been resolved. 
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/10/2024

   Only outstanding issue: Fire bowl parts ordered and we have been informed  that parts may take approximately 2 weeks. All other issues were addressed. Will follow up once the work is scheduled/completed.

  Customer Answer

  Date: 06/11/2024

  Complaint: 21723881

  Leaving case open until fire bowl is repaired and functional. 

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

  Customer Answer

  Date: 07/25/2024

  Complaint: 21723881
  
  I am rejecting this response because:

  Better business complaint was closed before company (Keith Zars) resolved issue and the company has now pushed back on resolving that the case was closed.  They ordered and replaced all parts yet the fire bowls are still not working. I received message informing that case was closed based on a what if scenario which was not the case we were awaiting the parts installation to ensure that it resolved issue in which it did not. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/26/2024

  Meter needs to be upgraded to provide enough gas pressure for the firebowls, this is done by CPS. The owner is aware of this and has notified CPS. The firebowls have a one year warranty and were installed in 2020. 

  Customer Answer

  Date: 07/29/2024

  Complaint: 21723881
  
  I am rejecting this response because:

  Pool construction was completed 2020 however, the fire bowls were not installed until mid Jan 2021. From that point on we had issues. After being installed the fire bowls were never fully functional, the same fire bowl in concern went out shortly after being installed and we waited months before components were replaced. Upon components being replaced we continued to experienced issues, submitted multiple work orders yet the continued response from work orders were no issues found in which eventually we ran out of warranty with no further work being performed/no resolve. The response to 2024 BBB submission was also to replace components yet still did not resolve the issue. The technician that came out to perform work stated that the regulator required upgrade due to the one installed was one of the smallest, and could not support. When we reached out concerning this we were informed it was not the regulator and that it was now the gas meter that required upgrade as our current meter was not big enough to support in which required us the consumer to take care of. We have proceeded in requesting upgrade in which we are awaiting response from CPS however, the concern with this was why was this not identified upon construction, through out the multiple work order submissions, also out of all gas features inclusive of inside and outside of our home the fire bowl is the only features that is not functional. We did receive a follow up from Keith Zars on Thursday (25 July) of last week and they were helpful in providing the information needed for CPS for meter upgrade. They also informed us that upon upgrade of meter, the regulator will now be replaced/upgraded as well in which we were acceptant of this response in hopes that this will fix issue. We are requesting Keith Zars please confirm that this is still the way ahead as there was no mention of in the response provided. 
  

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

  

  Business Response

  Date: 08/05/2024

  If CPS doesn't solve this we will re visit the problem. 

  Customer Answer

  Date: 08/05/2024

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

• Initial Complaint

  Date:07/19/2023

  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.

  Contract signed: 11/20/20 Total repair cost: $5,110.00 11/11/20 70% paid: $3,577.00 Remainder: $1,533.00 Keith Zars was contracted to do a pool repair. ******************* was my contact, and the submitted the proposal. In discussing the repair, I told him (and subsequently reminded him numerous times) that our property abutted against a SAWS creek/drainage easement, and provided him with a copy of a recent survey, so that he could make an accurate assessment of where to place the electrical sub-panel he would need to install. (Obviously, I needed for it to be within my property lines.)When the job was finished, I questioned whether the sub-panel was within my property lines, again expressing my concern. I asked him to come out and look at it with me, survey in hand. I tried to contact him repeatedly, and the best he could do was send someone else out to move the panel, without first looking at it or discussing it with me. He sent two electrical workers out--with no appointment--at a time when I was on my way to a physical therapy appointment, saying that he would not be available himself. I found this rude, quite frankly. The fact is that there may not be a more suitable place to put the panel, in which case we would need to discuss a billing adjustment to reflect my risk as a result of his error. The electrical workers he sent out would not be able to handle any of this.Today, I received a notice via his billing secretary that if I did not remit the remaining payment within 7 days he would turn it over to a collection agency. I responded, as I have numerous times in the past three years, by saying that I will be happy to pay once he has come out personally to look at the situation, make an assessment, and discuss a fair settlement of the issue. This is not too much to ask.

  

  Business Response

  Date: 07/25/2023

  Good Afternoon,

  Reached out and talked to h/o okay to close. We are meeting with the h/o on August 3rd to verify location of her junction box to make sure it is on her property. 

   

  Customer Answer

  Date: 07/25/2023

  Complaint: 20344530
  
  I am rejecting this response because: The complaint has not yet been resolved. We have an appointment to view the site and discuss the situation, but a solution has not yet been determined. 
  
  Regards,
  
  ***************************************

  

  Business Response

  Date: 08/16/2023

  Our renovation department is currently working on this with h/o. 

  Customer Answer

  Date: 08/21/2023

  Complaint: 20344530
  
  I am rejecting this response because: **** came out to inspect the boxes, and determined that they were on rather than within my property line. They made a plan to move them. ******************************* from the *********** contacted me to make an appointment for them to make the necessary repairs, which the electricians were not able to keep. I am awaiting further word from Zars.
  
  Regards,
  
  ***************************************

  

  Business Response

  Date: 10/12/2023

  We have gone out to complete the work and ensure that it is on the property line. Our team is going out there tomorrow at 11am  to schedule a time with the home owner to complete and clean up the area. The homeowner has been satisfied with our work. 

• Initial Complaint

  Date:05/26/2023

  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.

  Requested Keith Zars pool service to clear a clogged pool line. After a month of replacing parts and a pool pump for over $2000, I paid an additional $285 to have them blow out the line - the initial requested service. They also took the original pool pump without my permission - there was nothing wrong with the equipment. I requested the technician return the pump and they stated that was not possible. A resolution could be return the original pump that was not the issue or refund the cost to me.

• Initial Complaint

  Date:09/29/2022

  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.

  Relationship: Client Project Date: April 2021 If you would like to go with the most expensive pool company that SELLS exceptional service and a distinctive difference be their guest. I paid top dollar for a Keith Zars pool, have received less than acceptable service post-build, and it has flooded twice, the first time less than 30 days after the pool opened. The pool was installed at only a half inch above grade. No one would offer a solution and closed tickets that were opened regarding the flooding issue. Despite their poor design and negligence, my husband mitigated flooding FOR NOW. ************ saw the issue, admitted we POSSIBLY mitigated future flooding, and offered me $1000. NOPE. Run away!! They do not accept credit card payments for pool construction installation payments to avoid product/service accountability and recourse, will not put completion dates in writing, consistently overpromise and under deliver, show up unannounced leaving gates open, and have no respect for the customer; it is all about what is convenient them.

  

  Business Response

  Date: 10/04/2022

  Keith Zars Pools contacted with the ************* to build a swimming pool for them at their home on or about August 27, 2020. The swimming pool was plastered on March 17, 2021. The customer made their final pool payment on or about April 26, 2021. The original construction plan for the pool was prepared by KZP on or about October 20, 2020. A copy of that plan would have been provided to the customer for review and comment at the time the pool plan was finalized with the customer. On the construction plan that was provided to the customer prior to the commencement of construction of the pool, provides various called out grade elevations that are noted on the plan. These grade elevations would be incorporated, and were, into the final pool design and grading of the pool. Our design of the pool would provide for proper yard and surface drainage to diverted water around the pool during normal rain events. We would not design the pool to have yard or surface water drain back into the pool during normal rain events. Our drainage design for the pool also incorporates the final grade elevations of the yard area around the pool once the pool is completed. We cannot and would not account for any changing of grades made by the customer, if applicable, such as for new landscaping in the yard, additional berms, or adding additional grass areas, etc. to the areas around the pool. These changes would likely impact the original pool drainage design. Our pool drainage design would also not necessarily contemplate an abnormal rain event which could impact the flow of yard and surface water. We understand from an onsite meeting with customer that they did make some changes to grades that they made to mitigated the water issue which they perceived was caused by KZP pool design and for which we offered $1,000 as a gesture of goodwill. We dont believe that our pool drainage design was the cause of the customers water flow back into the pool but rather the water flow back into the pool was due an abnormal rain event and the fact that there were subsequent changes made to the yard that affected KZPs designed drainage plan after the pool was constructed. We believe we have no further obligation to the customer to mitigate the customers drainage issues, LSPP extensions at no cost or to provide any monetary relief other than the $1,000 that has been previously offered. 

  Keith Zars Pools

   

  Customer Answer

  Date: 10/05/2022

  Complaint: 18145426
  
  I am rejecting this response because:

  1. KZP was hired to be the expert in designing and planning our $85k pool; not **. Putting grades on a survey is like putting Swahili on the survey. I dont speak Swahili.

  2. KZP continues to blame the MAJOR REPEATED flooding on their customer; our landscaping did nothing but IMPROVE the flooding.

  3. KZP did not sign ANY of our contract documents; this way, like on other complaints, they can say they do not have a binding or enforceable contract.

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