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Business Profile

Swimming Pools

Narellan Pools

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Pools.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:17/04/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My local Narellan dealer, KTPC out of Blenheim ON, is under contract to to complete my fiber glass pool install, however, KTPC has not responded to any of my phone calls or emails over the past several weeks. Additionally, their website is no longer accessible and Google shows their location is permantly closed! I have offered to make the final payments to KTPC, but again, no one from KTPC has acknowledged my intentions. I am stuck at this point and do not know when my pool install will be done, or, when/how I am to make my final payments.

    Business Response

    Date: 09/05/2023

    Hello, ***** has been contacted by our client care team and our corporate counsel to discuss his order. 

    Please let me know if there's any additional information required. 

    Thank you, 

    Customer Answer

    Date: 10/05/2023


    Complaint: 19944298

    I am rejecting this response because:

    No one from Corporate council has ever reached out to me, either by phone or email


    Sincerely,

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

    Business Response

    Date: 10/05/2023

    We provided ***** with the phone number and email for our corporate counsel and encouraged him to connect with her. 
    I have just verified with our corporate counsel this morning and she advised she spoke with ***** yesterday (for the first time). 

  • Initial Complaint

    Date:14/04/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Narellan Pools and its partner installers are stealing money from its clients. It will accept deposits upwards of $40k or more and not deliver the product or complete the service. They then keep the deposit and tell you to take it to court. A quick search will show there are many victims of this fraud/ ****. *** needs to do Canada a service and do something about this business. Removing their trusted *** accreditation would be minimal but a good start. Much appreciated,

    Business Response

    Date: 09/05/2023

    Tim has been contacted by our corporate counsel to discuss his pending order. 

    Please let me know if there's any additional information you require. 

    Thank you, 

  • Initial Complaint

    Date:08/10/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    $93k - Paid to them IN FULL. Our absolute nightmare Narellan pool installation. Narellan has blocked my review from Google, so they don't have to deal with the negative feedback. Ordered in APRIL. Was supposed to be COMPLETED in JUNE.. They had us pull our fence down on Aug 28. OCT 6th, 5 WEEKS LATER, there is no FIRM DATE FOR COMPLETION. Initially, the delay was on Narellan's end. The Narellan contractor claimed at various times that the delivery date ended up changing and it was out of his control. From was I understand, the LENGTHY delay to deliver our pool, was entirely Narellan. The Narellan Pools contractor (REQUIRED BY NARELLAN, NOT OUR CHOICE) consistently ignored any attempts to contact them. SO MANY things spelled out in the Narellan promises that never happened. They did not assist in obtaining plans or drawings. Did not advise of the need for temporary fencing. Refused to communicate with us at all regarding the process. FORGOT to tell us we needed to choose coping stone, until it was so late in the install that only ONE option was available to us. They left wooden mats down on our lawn for 5 WEEKS (instead of the 5 days we were promised). Our lawn is entirely destroyed. Gone. Due to the constant lies and delays, we are unable to have our other contractor (who we have also provided a hefty deposit to), finish our back yard this year. We have extensive documentation and there is so much more than what is here, but there is a character limit.

    Business Response

    Date: 19/10/2022

    Hello *******, 
    As we've discussed with you already, we've very sorry to hear about the many difficulties you've encountered surrounding the installation of your Narellan Pool.
    We reached out to your local Narellan Pool builder who advised he was waiting on concrete to move forward with the installation. 
    You requested the contacts for our legal team and whilst we cannot directly provide that we advised you we would be happy to forward your request along to them. To this we haven not received a response from you. 
    We certainly understand your frustrations and we would be happy to follow up with your local Narellan Pool builder once again to facilitate conversation between all parties. 


    We await your response. 

    With thanks,
    ********* ****** ********* ******* *********** * ****** ****

    Customer Answer

    Date: 19/10/2022


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

    I am rejecting this response because:

    Narellan's response is completely untrue.

    Narellan and their contractor have ignored all communication from us REQUESTING A DATE OF COMPLETION. 

    We have received no communication regarding finishing the pool. No one will communicate with us. No one will provide a timeline regarding when it will be finished. 

    NARELLAN REQUIRED US TO USE THIS SPECIFIC CONTRACTOR AND WILL NOT TAKE ANY RESPONSIBILITY FOR THEIR CONTRACTOR NOT DOING THE JOB.


    Sincerely,

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

    Business Response

    Date: 20/10/2022

    Hello *******, 
    We're very sorry to hear you have rejected our response.
    Following your complaint to the *** we reached out to your local builder for a status update. They advised they are sourcing a cement contractor, however are having some difficulty securing one as it seems some contractors are afraid to complete work at your home. *** has advised he is drafting a response to you regarding the timeline to complete the pool installation and will be reaching out to you directly to discuss next steps.
    As I previously mentioned, we have responded to your emails and offered to forward any request you might have through to our legal team. We also explained that we have little to no jurisdiction over ***'s installation process, as this is a contract between yourself and the local Narellan Pool builder. Whilst *** is the exclusive Narellan Pool builder in your area and represents our brand, KTPC is a separate business independent of Narellan Pools. We are happy to help in whatever capacity we can to coordinate communication between yourself and your builder, as we have been attempting to do. 
    I've attached proof of our responses to your emails, for the reference of the ***. 

    Kind regards, 

    ********* ******
    Narellan Pools Client Care

  • Initial Complaint

    Date:03/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Many issues that have been left unresolved for our pool (finishing details like caulking under the coping stone, fixing damages caused by the company (scratches that need buffing out) response when needing service regarding equipment that is under warranty (our heater has been acting up all summer). We would like these issues rectified after a year of dealing with this company so we can be done with them.

    Business Response

    Date: 21/09/2022

    Many issues that have been left unresolved for our pool (finishing details like caulking under the coping stone, fixing damages caused by the company (scratches that need buffing out) response when needing service regarding equipment that is under warranty (our heater has been acting up all summer). We would like these issues rectified after a year of dealing with this company so we can be done with them.


    Hello *******, 
    Thank you for reaching out with your concerns. We recently left you a voicemail at the number you provided but were unsuccessful in reaching you. 
    We would be happy to help coordinate with your local ******** **** builder so that these remaining items can be finished up and addressed. 
    You can reach us at our client care email *************************** or you can reach me directly at ************ to discuss.

    Thanks again for your feedback and we look forward to hearing from you. 

    Thank you, 


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


Narellan Pools is NOT a BBB Accredited Business.

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