ComplaintsforPool Daddy's

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a pool from Pool Daddy's located byt their website in Corbin ky. In March of 2022. That wasn't installed until july of 2022. The pool hasn't been up a year. And wasn't correctly put together and they refuse to fix it saying it's damage we caused by having stairs floating on the side. Then said it was because a child got in the pool. No one has yet to get into he pool because until November when we bought the replacement part the filter didn't work. Md the drop down deck wasnt installed until july 29th 2022. They refuse to come fix what they didn't put together right in the first place and blocked our numbers from calling their business. We just want them to fix our pool so we may use it this summer. We've wasted hundreds of dollars on water and even more in chemicals for nothing. If they will not fix it or replace it we would like for them to come get their stuff and refund us our money in full.

  Business response

  06/16/2023

  ** *** **** ******* 

  I have spoken with you numerous times about this issue. The pool was installed properly with no issues. When the water was full, you called us with a complaint about the wall. We sent installers to fix the issue only to find that you had BENT your wall by attaching your deck ladder to the side of the pool wall instead of to a deck. We have photos and videos of your ladder attached and the damage to your pool wall. You also claimed that you hadn't swam in it once I told you the root cause of the issues, but all of our phone calls are recorded and I also have you admitting numerous times that your daughter had been in the pool "a few times." I gave you information for an installer that does repair work and he assisted you with a quote on fixing the damage. However, Pool Daddy's is not responsible for damage that you caused by improperly attaching your deck ladder to your pool wall. 

  I did block your phone number from our business because you were harassing and raising your voice to my employees which I will not allow. If there is an issue with a pool, we are happy to fix it, but I can not pay for and fix damage that you caused AFTER our installation - especially when we have the evidence to support this. You are more than welcome to hire the installer to fix the issue if you would like. 

  As for the hose with a very minor leak, this was a warranty claim that is out of our hands. Faulty pieces happen and we handle them as they come to ensure you receive properly working pieces. You received a hose, which was shipped directly to you, for free via a warranty claim that I facilitated with AquaPro. I also have email confirmations and shipping notices on this. 

  Customer response

  06/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  
  None of your message resolves the fact it wasn't put together correctly. No matter what bent the whole pool should not be off track when no one was ever in the pool.

  
  

  I've had TWO local pool installer companies come to look at this pool and give professional opinions, and both have stated my first problem was choosing your company. And i agree.

  
  

  My liner on the opposite side of the pool being cut was due to your installer. The bent metal has nothing to do the pictures. And the Unprofessionalism. We have cameras. Your men came back once. You and your husband came by once when no one was home. You inspected one side of the pool and assumed it was our fault because of stairs. You never looked over the whole pool. You never came to replace the house. Or with the intention to fix anything, just to place blame. 

  
  

  Explain to me, because I'm no expert on how exactly we caused the liner to tear and the whole pool to come off track? How did a bent piece of metal cause our liner to need to be replaced when it's never been used? 

   

  Provide me with your proof because I can absolutely bring mine. 

  
  

   

  
  

  I dont own a business. But i do run one. It's no wonder your second location didn't make it. I will not stop here. I want my installation fee refunded as I'm having to pay someone else to fix your mistakes.  

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I spoke with the sales lady on the phone about a pool. She told once it was ordered it would be in a week. We went to the we had to pay full amount before they would order. I had them call their supplier to make sure they had the pool I. Stick. I was told they had seven in the warehouse. I was told several time while at the store it would take a week. I paid total amount to them on 5/17/22 and it it now 6/17/22 and still no pool. I have called them several time and been told the manager will call me back that has never happened. I’ve call three time that they answered the phone still no one had called me back.

  Business response

  06/22/2022

  Good afternoon, Ms. *****,

  I do apologize if you had been told that a manager would call you back in regards to your pool as I was not made aware of this. Typically, we receive orders very quickly. However, unfortunately, we have been having a very difficult time getting our items shipped and they are taking much longer to get to us even once the carrier has picked it up. As the summer goes on, we have noticed that shipping times appear to be getting longer and longer as carriers are getting further backed up and fewer drivers. This is why we did not charge you the $350 shipping charge that we typically charge on self-install pools that want their pool in a quicker manner than the group orders that we order for our installs. We did receive your pool in the store last week. Immediately after receiving it, we were closed for 3 days due to a power outage from the recent storm that had our power out for days - meaning we had no access to our systems, phone, internet, lights, or air, etc. As soon as we got back in the shop on Monday morning, we called you and you picked up your pool the same day. 

  Thank you.

  Customer response

  06/25/2022

  
  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.
  
  Sincerely,
  
  ****** *****

*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. ↩