ComplaintsforSwan Pools

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a pool installed in 2016 that began to show rust from the rebar being too close to the plaster. They fixed it in approximately 2019, but the rust began showing through again in the same spot and other areas. We called for over a year with no response then we were advised that they would fix it in October of 2022, then a few months in to 2023, we were told that all they guaranteed was that the pool would hold water!! We were told by many people not to work with Swan pools but decided to give them a shot. Huge mistake. Their customer service is garbage. They dont stand by their work, they truly are the worst. My beautiful pool now looks like its 100 years old because of the poor work done by ****. I will surely be spreading the word to avoid this company at all costs!

  

  Business response

  01/25/2024

  I called the client later yesterday but had to leave a message.  She returned my call this morning and we agreed that I will meet her at the job site tomorrow morning (Friday) at 10:00 am to inspect the job and come to a mutually satisfactory resolution of the matter.  She was very agreeable and I'm confident we will have this resolved quickly.  

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I do want to thank ********** for restoring my faith in Swan. He truly cares about the integrity of his company and has gone above and beyond in response to my concern.  
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this house a couple years back and immediately after purchase it the pool started cracking and loosing huge amounts of water, since then it has developed multiple cracks all over the pool and noticed alot of the cement has shifted. We had someone come and inspect it and suggested we contact the company that built it initially. It seems as if the engineer did not follow proper protocols. This has been very frustrating and time consuming. I would like someone to contact us regarding this issue as soon as possible. The contractor that came out to inspect it told us the rebar was set outside of the cement and he dis not feel comfortable repairing it due to the initial build process. He could not guarantee that this would work.

  

  Business response

  06/16/2022

  When we received this complaint we did some research to determine the next step.  What we found is that this pool was sold in **** and completed in early 2006.  This customer is not the original owner and the pool warranties only cover the original owner of the pool.  We have no way of determining how many times the property has changed owners since it was built.  The cusomer also acknowledged that Swan Pools is not responsible for any damage as a result of expansive soil.  I am attaching the form provided to the original owner in a separate e-mail.  Item 9 is the one that pertains to expansive soil.  For these reasons we do not believe this is a valid complaint.  Thank you.

   

   

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this company come out last January (2021) to design a pool. They advised they would begin construction near May 1, 2021 and be done on/around July 15, 2021. They failed to submit for a building permit until after May 1st and didn't eventually get the permit issued until October. They dug the pool in August and put in the rebar without a permit, only to have it sit for 8 weeks until the rains came. The rain washed out the sides of the pool and became a muddy mess. It failed inspection multiple times due to mud/rust on the rebar and not enough clearance on the outside edges.Verbal commitments by the designer to put in 2 planters and use stamped and colored concrete to match are not being honored. I now am paying for additional out of pocket costs due to shortcuts in the contract.Pool is leaking mud from the outside into the pool through the gunite/plumbing.It has been 1 year since signing the contract, and my pool is still half built.

  

  Business response

  01/20/2022

  Our owner spoke personally to ************** this morning and addressed customer's issues with him.  We have agreed to complete the project as quickly as possible and we believe ************** is satisfied with the results of the conversation.

   

   

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our pool was put in at the end of December in 2019. The mastic was put in June 8, 2020. Within a month or so, the mastic between the brick coping and concrete decking starting disintegrating and coming out in places. In July 2020 we called the *************** and left several messages with a messaging agency since (as we were told) there was no one in the office due to COVID. We were told we'd be called back, but no one ever did. After a few months of calling, I decided to email the office instead, in Sept. of 2020. ************** replied that she would talk to *** (owner) and get back to me. She never did and I emailed again in Oct. 2020. She replied that she would get the supplies ordered and confirmed the color of the mastic. Nothing ever happened. A few months later I emailed again, and got the same response, that she would order the mastic and wanted to confirm the color. Every 6-8 weeks since then I email ***** again. Last contact was in November of 2021. So here we are one and a half years in from contacting Swan regarding this issue, and nothing has been fixed. They told me that COVID slowed everything down, and that there have been emergencies in their family that have affected how quickly business is getting done, but each time I'm promised that the mastic will be replaced, that she will order it and again asks what color it is. I've been patient, believing that they are trying, but the longer they wait, the more water is getting in behind the bricks. All I want is for the mastic to be replaced around the entire pool as was promised. I did notify ***** that I would be filing a BBB complaint when I last emailed her in Nov. 2021 if this was not fixed. She said she would schedule the repair, but nothing has been done or said in two months. The attached pic is an example of the issue.

  

  Business response

  01/19/2022

  Mr. *** has been contacted and the repair is scheduled for Friday 1/21/22 and may continue to Saturday 1/22/22.  The customer is aware that we will be arriving mid to late morning on Friday.   When the repair is complete we will let you know.

   

   

  Customer response

  01/27/2022

  I am rejecting this response because:

   

  They did respond to me and promised to fix it last week the next day. They never showed up and later in the day called to say that they cant fix it until the weather gets warmer, most likely in 2-3 months

  
  

  

  Business response

  01/27/2022

  The product that has to be used has to be installed when temperature is at least 65 degrees or more in order for the product to set up properly.  Our owner called and spoke to Mr. *** and told him that we will definitely get this done as soon as weather will permit.  Thank you .

  Customer response

  01/28/2022

  I am rejecting this response because:

   

   

  Their response is what they told me over the phone last week.
  

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