ComplaintsforD&R Pool Sales, LLC

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the misfortune of buying an above ground pool from D & R. After paying in full, D & R gave the pool and equipment to their sub par installer, ***** **** Service. After charging more than the quote and demanding cash payment, the pool was installed by ***** on July 3, 2021. Only then was I informed special gas and electric outlets were needed. Also, Miss Dig was not contacted and a permit was not pulled by *****. Again, I was not notified about this. The outlets were completed within 5 days. Then, the multiple times per day calls started to ***** and D & R to have the filter, pump and heater hooked up. This continued for over 3 weeks as $800 of delivered water turned green and nasty. Finally the filter, pump and heater were hooked up. Within a month the water was cloudy and eventually green. Weekly trips to D & R started. After trying many chemicals suggested by D & R, I suspected a problem with the filter. D & R dismissed this over and over. Finally, I paid a preferred service provider of Hayward, the manufacturer of the filter and pump, to come inspect the pool, filter and pump. As I has suspected, the pump was broken in addition to being too small for the pool. Only then did D & R send someone out - without notifying me! No approval to enter the property was given. I request a refund of the broken and wrong sized filter and pump sold to me by D & R Pools.

  Business response

  07/27/2022

  [BBB transcription via phone call]

  The consumer paid in advance because the equipment goes on the property and at that point they own it. ***** **** Service is an independent contractor that installs pools. The pool filter needs electricity and the gas heater would need gas. The pump sits next to the pool and the heater is to sit next to that. This was explained to the consumer. We are unable to work with the equipment she has they way she wanted it. We repaired the pump. Can not pump 100ft from the pool like the consumer wanted. It was not a normal installation so the consumer was charged $100.00 due to this. ***** sent someone out to look at the equipment. Their contract states they do not run gas lines or electricity. There is not a permit requirement where the consumer resides. The business has not heard from the consumer since last fall and believed everything was fine until they received this complaint. 

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