ComplaintsforGold Medal Pools & Spas

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Instead of giving a whole history of my negative experiences with Gold Medal Pools since they bought out my old pool service provider's company, I'll cut to the chase. For several months now, I have been receiving "repair estimate" emails from Gold Medal Pools, telling me about various equipment repairs that are needed. In fact, a couple of months ago, they even went ahead with some work that I didn't even authorize and thereafter charged my credit card for it. Starting in April of this year, the fee for my pool cleaning service was raised from $184.01 to $296.61, an increase of $112.60, without any notice that it was coming or without any explanation after it occurred. My spa is green now, because they refuse to allow the tech to put chemicals in it because "the pump is not working". Now they want almost $200.00 to have a tech tell me that the pump isn't working and charge me another more than $1,000.00 to fix it. I feel scammed, taken advantage of and I'm not 100% sure the pump wasn't sabotaged just so they could "fix it". If you try to get somebody on the phone, you get a customer service rep who does not know anything. If you call the pool tech, he doesn't know anything either, nor does he know who you can call for answers. No one who is in a position to actually answer questions or concerns is ever available at this company. All they want to do is bill bill bill and run up the costs of your pool maintenance. "Gold Medal?" ************ isn't even Bronze Medal!!!!!!

  Business response

  06/18/2024

  Good afternoon,

  ************************* has been a customer of ours for a number of years.  ************************* had been on legacy pricing since the acquisition of the pool company that serviced his pool originally.  Due to increased costs of materials and labor, we had to revisit ************************* pricing last month.  With that said, ************************* did not reach out to us to request a discount.  We would love the opportunity to review his current pricing as well as the quote submitted to him for the replacement of his motor.  We have over 20 years of pool experience and we take pride on our work and the expertise of our technicians.  

  Thank you!

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired gold metal to level our concrete base and pool equipment. After WEEKS of attempted phone calls to get them out here they finally came.They had us approve the quote they provided BEFORE service therefore being charged whether we approved the work upon completion or not. We were told by the installer we would have a 6month warranty on the slab itself and that there should be no problems should something come up. We called after the job was supposedly done and said that we did not think it was level. That phone call went out the window and we were never contacted to fix the job.They had already gotten our money so they did not care. When we finally got ahold of the boss he informed us that they do not cover pretty much anything due to the ground movement in *****. HA! This statement is comical because you could say that about any work they could potentially do and not cover under any warranty.Great loop hole for them. So we are out about $1500 and still have unlevel pool equipment and a cracked concrete slab that we were verbally told would have a 6 month warranty. Both of which will have to be redone to ensure our equipment runs properly. This has been the worst customer experience and the worst workmanship from their technicians. If you want to pay thousands of dollars just to be screwed over by them be my guest.They did not try to make anything right and genuinely do not care about anything but charging out the **** for poor quality work. Never have I had more of a headache from a company and I hope this saves at least one person from making the same mistake we did by trusting them with our pool.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Gold Medal Pools install a pool in my back yard. This was completed about one and a half years ago. I had multiple problems from the onset.1. the water auto refill has not properly worked since installation. It first leaked excessively underground. A back-flow prevention device was not installed with it as required by code. It took months for them to come out and install one and when tested, as required annually by *******, **, it failed. They came back again and repairs again failed, and again. I have paid for 3 inspections , all of which failed. Spoke with them in April 2023 and sent two letters and multiple emails. they have yet to come out. 2. Also in these letters and calls, advised them that one of the fountain pumps does not work . They have not come out to repair this either. THESE ALL SHOULD BE WARRANTY ISSUES.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a refundable deposit over a year ago with this company and was unable to secure financing to complete the project. They have witheld my deposit and are now about to be sold to another company. I would like my refund processed before that happens.

  Business response

  06/14/2023

  Via discussions with homeowner, I believe this is cleared up with a check in the mail.  Please close this accordingly.

   

  *********************, COO

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from Gold Medal Pools. They sold ** a product called *********. They no longer carry this product because of the quality of the product. However, our pool has had leaks around the water intake/output due to the *********. Gold Medal charged ** to have these leaks resealed and now there is an area in the spa that needs to be refinished. They want to try to hire someone to come up from ******* to complete the repairs. However, the product is a faulty product and they do not service this product any longer. In addition, we have called them about a leak around the actuator when the pool is in spa mode. This was not addressed with their last repairs and they continue to try and charge **. We would like the pool refinished in a product that is covered and repairable from Gold Medal and a refund of the leak repairs that they charged **. The actuator is less than a year old from when they replaced it last year.

  Business response

  04/20/2023

  We have a Service visit scheduled for April 27th and our team is in contact with the owner.

  Customer response

  04/25/2023

  I am rejecting this response because:   This does not address the issue with repairing or replacing the Eco-finish.  This product was sold to ** a state of the art and we had problem after problem with it.  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I built a pool in the summer of 2020. We had numerous pipes leaking due to some of them not being glued together and possibly due to faulty installation. The builder, Splashaway Pools in **********, **, was notified and promptly sent crews out to dig up the ground, tear the top two feet of my 40 foot long waterfall off and repair and glue the damaged pipes. This was all done under warranty by the builder who contracted with each of the sub-contractors. Apparently Gold Medal Pools was hired by Splashaway Pools to come back out and fill in some of the holes that were dug to repair the damaged pipes. At no time did I hire Gold Medal to repair anything regarding theses issues. I have repeatedly called them and finally talked to someone in late 2021 or early 2022 and explained this to them and told them they needed to invoice the Splashaway Pools to get paid. This conversation fell on deaf ears and I received a debt collection notice on March 28, 2023. I contacted the debt collector and disputed the charges and then attempted to contact Gold Medal to have another conversation with them. Their accounts payable and receivable lines went unanswered and the mailboxes were full. You can not talk to anyone at that company as nobody will answer their phones. Gold Medal needs to remove this debt from me and send it to Splashaway Pools and remove the collection of this debt immediately. I have no supporting documents to send to the ** as I never hired them to repair the damaged pipes.

  Business response

  10/09/2024

  We apologize for any mixup on any open debt.  We have confirmed you do not have any open invoices.

  Please let us know if there is anything we can do for all of your pool needs.

  Thank you.

  Customer response

  10/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gold medal pools bought out our old pool company and began service at our home in June. The old pool company performed a filter cleaning at the end of may and gold medal pools took over the service and was able to get our pool up and running. For the first couple weeks the pool was clear and beautiful but then we started to notice that the pool was slowly starting to turn green. After a couple weeks of no improvement I called and cancelled service with Gold Medal in the middle of July. I was informed that we had already paid for the month of July and they could not issue a refund so I agreed to have them finish out the month. I was on vacation the last 2 weeks of July and came home to a pool that was green and full of algae. I called gold medal pools to speak to a manager and was told one would call me back. I never received a call. My wife sent an email and we received one back stating that they would send a technician out to clean our pool free of charge. When my wife tried responding they had blocked her email and she was not able to reply. My wife sent another email seeking a resolution and they have not replied. I called gold medal pools on 8/9/22 and asked to speak with a manager. I was told that the managers were too busy to speak with me but I would be getting a call from the maintenance manager. I still have yet to receive a call from anybody at gold medal pools. I started service with a new pool company and had to perform a service to get rid of the green pool water and algae. Unfortunately, due to gold medal pools my plaster is now stained green. We cannot get anybody from gold medal pools to return phone calls. We are looking for a resolution and reimbursement for the work that we've had to do to fix their negligence.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/08/15) */ The first clean by Gold Medal Pools for this pool was conducted on June 7th. Upon arrival the pool was green and needed attention. Pictures provided. Technician cleaned the pool, added 3 tablets of chlorine and 6 lbs of shock. Gold Medal supervisor Justin Humes conducted an algae follow up on Jun 7th and 8th to ensure the water was properly balanced and clean. Pictures provided. The pool remained clean and normal until July 25th. Pictures Provided. Upon arrival for our last visit due to cancellation of services in mid July the technician found the pool with algae again. Technician added 2 tablets of chlorine and 6 lbs of shock, and 1 gallon of liquid chlorine. Due to the customer cancellation we have not been back to maintain the pool since July 25th. No emails have been blocked by Gold Medal Pools and the contact information we have on file is included in the pictures. On Aug 9th customer called and asked to speak to a supervisor. Our supervisor was working in the field and our customer service team offered support, but the customer would not provide any information.

• Initial Complaint

  07/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 7, I arrived to find the water had been drained from my pool. The pool had been served on this date, so I contacted Gold Medal Pools to learn what had happened. Gold Medal Pools did not want to help me find the cause, so they just theorized their tech had inadvertently set the filter to waste. I was told to fill my own pool, which I did do. It took two days to fill my 20,000 gallon pool. A week later, I noticed the water quality was deteriorating. I reported this to Gold Medal Pools. Although they were paid to perform weekly maintenance, they did not notice the condition of the pool. Another week passed and they finally determined the filter valve was broken. They scheduled the repairs a week later but they did not show, They rescheduled for the next day, but again, they did not show. We have not been able to use the pool since July 7. The were pre-paid to service the pool weekly during the month of July but the pool quality has been poor and I have had to report the poor water quality to them. On July 28, I told them not to come back. I am seeking the refund of my payment for July weekly maintenance.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */ on 8/2 our Service Manager Laurie ****** contacted Mrs. *** to resolve this matter. Through the discussion it was agreed that the issue was with a faulty backwash valve. Gold Medal Pools ordered the part to resolve the issue, but the part was incorrect 8/5. New part is on order and will be installed ASAP. Consumer Response /* (2000, 7, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) On August 5, Gold Medal Pools fixed the filter multi-port valve, which was causing the pool not to filter. In addition, since we were not able to use the pool for the entire month of July due to poor water quality, Gold Medal Pools agreed to service the pool during the month of August using the money that was pre-paid for pool service for the month of July.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gold Medal Pool was servicing our pool. In month of June, 2022 due to real shoddy work, our pool got full of algae and turned dark green leading me to believe either they did not service the pool or else their representative did not do what was expected of them. Our pool remained full of algae and the problem continue to escalate. The problem was so bad that I had to cancel their contract and hire someone else and pay them to fix the issue created due to shoddy work by Gold Medal Pools I need Gold Medal Pool to issue a credit for the month of June when their horrible work lead to the issue of pool turning dark green due to accumulation of Algae. I need them to issue a credit for billing me for sending their service tech even after I cancelled the contract with them,.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/26) */ We apologize for the issues with weekly Maintenance and have credited invoice #XXXXX. We do have some service invoices that will still require payment. Below is a description of that situation. Technician Joe made a visit for priming issues. Tech found the unions were bad (Jun 27th). The suction side looked like it was pool puddy patched so we informed the customer he should go ahead and replace the suction and return side while we're doing the replumb. Tech went back the next day (Jun 28th) and spent several hours replumbing the pump suction and return side and trying to get it primed. This is billable hours that Mr. **** wasn't billed for. Technician Tim went out after that (Jun 29th) and was able to prime it and found it needed valve o-rings. Tech Tim then went back out (Jun 30th) and replaced the valve o-ring kits/covers for the pump suction valves. Everything should be functioning properly at this point. Mr. **** has signed quotes for both the replumb and the valves kits. At this time there are 3 outstanding invoices for service. #XXXXX - Service Diagnosis - $139.00 #XXXXX - Pump Repair - $364.80 #XXXXX - Replumb - $387.54 Total Balance Due = $891.34 Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will pay whatever I have agreed. But before I settle the dispute, I want to state that the mess we had was because their service tech did not do their job and let the pool turn into a green swamp. Technician Joe tried hard to fix the pump priming issue without success. My questions to Gold Medal, it if there was priming issue, why was Joe advised to replumb the pipes on the outlet side of the pump? I mentioned this several times to Joe that if there is an issue with suction how can replumbing of outlet side fix the issue? But someone from Gold Medal office advised him for that. This had no bearing with the loss of pump priming as Joe very soon found out. I am paying for items that had NO bearing with the issue. However since I agreed for this, I will of course pay for this. Take a look at attached document. Next day technician Tim found the loss of prime was due to defective valve O rings. These were replaced and the pump started working and pushing water thru the filter. The service from Gold Medal Pools has lot of issues in diagnosing and getting to root of the problem soon. I wish them all the best. Business Response /* (4000, 9, 2022/07/28) */ Again we apologize for the maintenance issues and have credited. As it pertains to the service work completed it is important to know that the priming issues are a result of multiple issues and not just one issue. It was impossible to prime system due to a blown out union which needed to be replaced. The other union at the pump was identified as being poorly repaired with putty. It was agreed that we would replace both unions and complete the replumb so that everything at the pump was in good condition. It made sense to repair everything at one time while we were already there to plumb the other union. This was discussed and agreed. Attached are pictures of the broken union and the putty patch. Once the system was pressurized it was obvious that the valve O-rings were also bad and causing a portion of the priming issue. Without pressure in the system (Due to the blown out union) we were not able to know that they were bad too. We provided a quote for this replacement and completed the work as approved. It is/was always our goal to ensure that all systems are 100% functional for our customers. The repairs that were made should ensure your system is currently in good working order and supports consistent priming of the pump. Attached are photos of the bad union, putty patch, and replumb. We genuinely want you to have consistent performance from your system so you can enjoy your pool.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our pool in 2020. In 2021 we noticed massive defects in our decking and coping including massive chunks and cracks that were not small ones and nothing something that is a result of ground shifting. On June 20 a construction supervisor came out and agreed this is not normal and that they need to fix it.. He informed us the coping wasn't wearing right either and that he would talk to the owners and get back to us. We never heard anything back from him. We have attempted to get help since October of 2021. We have asked numerous times for a phone call back and attempted more than a dozen times to reach any contact on the phone that we were given. Never had a single call been returned. We received sporadic emails from Teresa who is mostly non responsive. At this point we are wanting an owner to contact us to see what kind of defective pool decking and coping they put on our yard as we know this is not Gold Medal quality. We are unfortunately having to use BBB due to the lack of communication and help.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/19) */ We have connected with Mrs. ***** and our Representative ****** will be meeting with the client on Friday 7/22 to discuss options for repair.

*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. ↩