ComplaintsforPool Works, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 24, 2021 at 4:42:05 PM CDT-Quote for pool resurfacing was given and we made a deposit of $1,000 to schedule a Spring 2022 resurfacing.I have made many phone calls since Spring of 2022 to see if we were on the schedule. My questions remain unanswered. June of 2023 we were told they were backed up and they probably wouldn't be able to do the job in the summer. They have not made any attempt to contact me about scheduling. Most recently, I called and talked to ****,w ho said she would get back to me after the scheduling meeting. That was on 2/26/24. She did not call me back. I left a message for her on 3/11/24 and did not receive a response. I spoke with someone from pool construction/scheduling on 3/1/24. He said the project was moved to the owner but they had no official date yet but would get back to me. They did not. I would just like to be on the schedule this spring and to have some solid communication on when the project will be completed. 2 years seems like a long time to be on a schedule.

  

  Business response

  03/20/2024

  Good morning ****,

  We completely agree with and understand your frustration - you have been extremely patient! 

  At this time we cannot give you an exact completion date as the finish work is weather dependent.  However, we can certainly begin the demo/prep work in the next couple of weeks so the pool is ready to go when spring arrives. 

  If you wish to work with another contractor we would be happy to refund your deposit plus interest. 

  Please let us know how you wish to proceed.

   

  Thank you,

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

  POOL WORKS, INC. 

   

  Customer response

  03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/28 we had a technician check out our hot tub as the breaker kept tripping and would not reset for ***** hours. He was certain the issue was the heater and he replaced the it.Since then the pump has been very loud. We continue to have tripped breakers and now we are getting error codes stating the heater is too hot. When this error occurs the machine doesnt run and loses heat. We called 9/30 and left a message for service. We didnt receive a call back so we called again 10/4 and were told there was an open ticket and someone would be scheduled to come out to service the hot tub.We again heard nothing so I called again on 10/7 as the water temp got down into the 80s after the heater error fired again overnight. I was again told theres an open ticket and someone would call me Monday (10/9). No call back was received. I called AGAIN on 10/11 and finally was transferred to the service manager. There was no acknowledgement of my email or previous calls. No apology for the lack of response and poor service. I was told the technician was out sick and if he was back he'd come out in 2 days. There was again no follow up, I called 2 days later to confirm he'd be coming that day (10/13). He did come late that afternoon. Looked at the pump and produced two pieces of green plastic. Stating that it might be from a toy or a mineral filter.After googling the serial number on the piece of plastic we found that it's from a pool frog, which is a mineral filter and something we have no recollection of using. He claims this is what was causing all the problems and that it has damaged the pump and therefore it won't be covered under warranty. We then received a $130 service charge for this visit. Nothing was fixed.We now have a unit that is only 4 years old and "damaged" although the pump never made these sounds until after the heater was replaced. The circuit continues to trip randomly and we are left with no resolution and are being blamed for the issue.

  

  Business response

  10/26/2023

  We are following up from the previous service call and we also saw the complaint that was filed with the BBB.  Our goal every day is to take care of our customers in all aspects of our business.  We strongly believe in our products that we offer and we definitely want to help you get everything back to perfection with your hot tub.  Our sincere apologies for not following up with you on phone calls/emails as promptly as we would like.  We are doing our best with limited technicians due to unforeseen circumstances all while during one our busiest times of the year with pool closings taking place during a short window of time.
  
  Based on your statement it sounds like perhaps we did not clearly explain the findings of our service technician.  The green piece of plastic was found inside of the pump.  This means that piece was spinning around inside of the impeller causing damage to the impeller, pump housing, and the motor.  The green piece that was found is indeed from the company **** and is actually part of the Spa **** Filter Mate mineral stick.  (**** does also make pool products as well).  Please see the photo.  You actually had a **** Filter Mate that we included with your hot tub when it was first delivered.  The Filter Mate is designed to be placed inside of the filter cartridge and lasts 4 months.  Based on your purchase history with us you did not purchase another **** Filter Mate from us,but you ended up switching to a newer version of the **** called the @ease (which is now VERY popular).  At some point it appears you then switched to using bromine tablets in a floater. 
  
  The **** Filter Mate is designed to last 4 months (as instructed on packaging) and is placed inside of the filter cartridge. Based on the fact that pieces of the green **** were inside the pump, this would lead us to believe that this same **** Filter Mate has been inside your hot tub since 2019.  Over that extended period of time heat and chemicals break down the material of the **** which then at some point broke apart and was sucked into your pump leading to the damage.  The technician is correct in saying this is not covered under any manufacturer warranty.  The **** Filter Mate should have never been in the hot tub for 4 years which is what caused the problem.  Being that the failure is not a result of a manufacturing defect this is not something that the hot tub manufacturer will cover under their warranty, thus resulting in a charge to you as the homeowner for using a product incorrectly and leading to equipment failure. 
  
  As you know, we removed the piece of the **** Filter Mate but the pump is still not working properly.  After some discussion with our service and warranty teams, we will make every effort with the hot tub manufacturer to get this covered under their warranty.  If we are unable to do so, we are willing to meet in the middle and discount the pump replacement by 50% for you as an effort to go above and beyond.  Most importantly we want you to be enjoying your hot tub again and free of any concerns. 
  
  If this sounds acceptable, please let us know and we will get you scheduled ASAP.  We do have a new pump in stock and are ready to proceed.  Thank you!

  Customer response

  10/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We (*** & ***************************************-Customer ID ****** purchased a ***** pool for our home residence at ************************************************************************ from PoolWorks **** in the summer of 2020 for ~$75K. Upon finalization of construction, we brought surface issues to PoolWorks attention. They fixed the discolored surface; but advised that the rough surface would go away if we used the nylon brush and chemicals. We brushed and had professional pool maintenance, but the surface did not smooth causing significant cut-up toe injuries within 30 minutes of swimming. After many talks with ****************, *****, owner *********************** at PoolWorks, they said they were extremely busy, did not have time to address it, would put us on the schedule only never to show, etc. Our recent attempts for service: 9/'22-agreed to come before the season ended, but never showed, 4/'23-no availability, called and visited the store many times in May/June '23 only to tell us to brush it and put chemicals in it after we told them that did not work after 2+ seasons. The Pebble Tech surface is covered under a five-year warranty-per Anastasia *** ************ on 5/30/23 and we need to redeem at PoolWorks. PoolWorks is preventing us from accessing our warranty, leading us to believe a low-quality plaster finish was provided and theyre waiting for our warranty to expire, requiring us to pay out-of-pocket for a mistake we brought to their attention immediately after pool construction. Only when I mentioned BBB and review of warranty by legal counsel via email on 6/09/23 did **** from PoolWorks call on 6/10/23 to schedule a service visit 6/13/23. **** advised we should empty the pool but keep the water in the rented tankers on our property because our chemical levels were good and then theyll be ready to service 6/13/23. I'm seeking guidance/support from Better Business Bureau to resolve this issue with PoolWorks. I have included PoolWorks contact info. ********************* Email: *************************** ***************.

  

  Business response

  06/15/2023

  From: *********************
  Sent: Thursday, June 15, 2023 11:50 AM
  To: ****************** ************************
  Cc: ********************* <*******************************>; ************************* <*********************************>
  Subject: ************ Pool Plaster
  Importance: High
  
  Good morning ******* and ***,
  
  We hope your summer is off to a great start! 
  
  Below is the plan for your pool surface:
  Drain the pool
  Grind/polish any rough areas
  Acid wash
  Seal with **********  ***********************************************;
  
  We have you tentatively scheduled for Tuesday June 20th.  
  
  Depending on the weather the pool may need to sit overnight to allow the ********** sealer to dry prior to filling. 
  
  If next Tuesday doesn't work for you what date(s) do you prefer?
  
  Thank you,
  *********************
  POOL WORKS, INC.
  
  765 Lawrence ******** ** 54115
  www.PoolWorksInc.com
  P.************ F.************
  * * * OPEN EVERY DAY * * *
  M-F 9-6  SAT 9-4  SUN 10-3
  Proud to be Family Owned since 1987!
  
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a radiant pool in 2018. Lifetime warranty. Our skimmer leaked from the start. Changed gasket then whole skimmer. Still leaks. This was all done by their recommended installer ***********************/Up North Pools. I have placed many calls to the warranty department at Pool Works to get this resolved. They always tell me that she left and I never get a call back. I even sent her a video showing the water running out. I can not call Radiant Pools directly because you have to go through a dealer. I just want to have a pool that does not leak constant. I went with this pool because of the warranty and it's been nothing but a headache. This dealer is not following through with warranty.

  

  Business response

  01/05/2022

  We are working with the customer and the installer to solve the issue.  The Radiant Pools lifetime warranty is defined as covering the pool structure only.  This does not cover the skimmer or the liner. We and our installers guarantee a perfect installation and strive for that each and every time.  This leak presented itself a period of time after the installation. With that being said we are working with the customer on the best resolution.  Our installer has stopped out to repair the leak which solved the problem for a period of time before a leak reappeared.  Unfortunately based on the nature of the drip, there is not a sure fire way to make this repair which is why this has taken time. Ultimately we want this repair to be perfect so the customer can enjoy a trouble free pool.

  Customer response

  01/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below My pool was installed the end of July. I had to winterize it a month later. No time to notice the leak. When we filled it in the spring it wasnt long that we noticed it. I have many text messages requarding the problem.  It took a couple more months for **** to come change the gasket which I got charged for.  I responded a week later telling him that it is not fixed.  It took another year before Pool works agreed to put in a new skimmer. After that got installed I again texted **** that it still leaks and his response was WTF. Not cool. After that he has not responded to me since and my calls have been ignored by Pool Works. **** did text me to put me on his spring list but again does not respond as to an appointment. I need a commitment for an appointment within 10 days. That is the time I am given to accept this answer 
  Regards, 
  
  ***** West 

  

  Business response

  01/06/2022

  After a discussion with the installer yesterday, he will be coming out in spring to install a new style skimmer (Waterway brand designed exclusively for Radiant) that Radiant started shipping with pools in 2021.  Weather will dictate when this can be completed as it cannot be raining and temperatures need to be appropriate per the specifications of the silicone sealant used to set the new skimmer and gaskets.  Completion of this will be ********* of 2022.

  Customer response

  01/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩