Complaints

This profile includes complaints for Lusk Pools, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lusk Pools, Inc.

  8251A Knox Bridge Hwy Canton, GA 30114

  
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  Lusk Pools, Inc.

  PO Box 248 Holly Springs, GA 30142-0005

  

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.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  1/11/25- Came home from ** and noticed that water was draining out of pipes at the filter which had frozen and cracked. I called the **** line and left a voicemail for immediate help.1/14/25- **** *** came out to view the pipes that were frozen, busted, and leaking. He said that he stabilized everything for now but that this would need to be fixed fast so that the pool liner does not get destroyed. He said that he would get everything written up and a quote out to us asap. 1/30/25- I called to follow up on why we still had not received our quote. The gentleman I spoke with said that he would get everything together and get a quote to me by end of day.1/30/25- I received an email from ******* stating that we had an unpaid invoice for the service call placed on 1/14/25. I explained that the service call was because of an error on their part due to them setting our pool up for winter to prevent freezing, and that clearly our pipes have frozen, busted, and were leaking and now the pool is drained. I asked when I would finally be getting that quote, and I was told that they could not provide the quote until the outstanding invoice was paid.After this I did not receive any further email responses from *******.I paid the $140 and was promised that they would get started on that quote 2/18/25- I called because we were double charged $140 for the service call and that it needed to be refunded. The *** on the phone said that he would have it refunded asap and then said we are supposed to have a quote for you arent we? My husband spoke with them in person and they said they would refund the original $140 amount and get quote over by end of day As of today still have not gotten a quote. My pool is starting to show signs of damage as a result of the low water and we are unable to turn on the filters or add water.

  

  Business Response

  Date: 03/17/2025

  Good evening, Mrs. ******* I would like to start this response to your complaint by stating our number one priority in the service department is customer assistance and problem-solving. We recognize the tactic of the review and the complaint to BBB as this is consumers way of expressing their dissatisfaction with companies. That is no issue to us as it gives us an opportunity to provide a solution and potentially earn ones trust back or in some cases respond and express the other side to the situation if necessary. As a company we could never claim to never falling short of expectations or making mistakes. We will always try to recognize and acknowledge that and take responsibility for our actions as a company when we fall short as feedback is extremely important to us and huge part of our growth and future. We do not intentionally seek to cause hardship or inconveniences by any means but unfortunately company policies and or protocol sometimes can. They are not always favorable but are necessary when running a company. With that, I want to touch on the issue at hand as protocol was the beginning delay factor. Your inquiry regarding your frozen and damaged equipment came through on a Saturday 1/11 while our office was closed and on 1/13 Monday morning, we responded with a date for us to come out for an evaluation of visible damage which was 1/14.The following correspondences between you and our company was first presenting the price for the evaluation visit in the form of a pdf quote, verification that the credit card on file was still valid and was the card you would like to use for this service call visit, and we also answered your questions when you asked which was if the charge was for repair or just the visit in which we responded just the evaluation (which was also listed on the pdf quote we sent before the visit) and then further answered your questions regarding warranty.We explained freeze damage was not under any warranty. We did not receive any further concerns from you. We were clear about our policy that a credit card had to be on file and the payment had to be provided for the evaluation;however, once the evaluation was complete our office attempted to process the ticket with the card you approved on file, and it declined. We made multiple attempts to correct that matter, we left several voicemails and when you reached out to our office you were presented with the same response each time and that was that our policy is all tickets had to be paid for before we could proceed. A month passed before the account was paid. Then you made a call to our office on 2/13/2025 and it was explained to you again that the charge stands, the damage to the equipment was not our fault explaining why that was and that there is no warranty on this type of damage; you agreed to pay your past due charge and provided us with another card number to process. This payment was processed on 2/13/2025, it went through twice and we refunded double charge. Due to the timing, we were not able to immediately complete the quote. We regret not being able to provide the quote after we received your payment, ******* had prior obligations that were scheduled she had to attend to. We are actively implementing changes to prevent delays like this in the future. We apologize for that delay. However, on the 8th business day after the payment your husband showed up in our office expressing his dissatisfaction & presented us with a similar printed timeline as you have listed above. He went on to further express how he might have to treat this situation like he did ********** which he said verbatim "raise hell" He boasted that he was proud to admit he got his way by doing so then further mentioned involving lawyers and potentially starting litigation with us. Our staff was advised to print and gather all the email, notes and call logs between us and put with the printed timeline your husband left with the office staff at his visit. Those statements are not taken lightly, and was a clear indication that just sending a quote will not remedy the situation even after clear explanations from the beginning,the info was handed over to *****, the owner. He took the next few evenings & time through the weekend (2/26 3/2) reviewing the info along with the timeline to prepare to reach out to you on Monday. He called & left a vm on Monday 3/3 requesting a call back to discuss the situation & the quote. We noticed that evening that this ****** review was left during that weekend prior to his call. Then the next day 3/4 your husband left this ****** review. So, we do believe it is needed to share details of the timeline and the history behind our encounters. We have no history of any service for this pool prior to you purchasing the home in 2024, therefore we do not carry any warranty for this pool. The first point of contact was when you reached out after purchasing the home (June 24) requesting a new filter to be installed. You presented us with an inspection report you had done by another company; this report listed the filter needed to be replaced. The report also flagging other items such as the liner and uv damaged piping as repairs needed but was noted as still functionable & not needing immediate attention. We came out &  replaced the filter 7/19/2024, then on 9/6/2024 we came out for a pool orientation at this appt you requested quotes for a few items including a winter cover and those quotes were sent on 9/10/2024. Months passed & on the morning of 11/18/2024 you called our office stating a pipe had separated from the filter we just installed months prior. ******* had a tech out to your home the same day to evaluate the issue as the filter was only two months old. The tech found & noted that the filter had not been backwashed/ cleaned. In return, the pressure built up causing the pipe to separate. He fixed the pipe & then explained the findings to you directly. He stressed the importance maintaining your pool and equipment.He also discussed precautions that could be taken for unwinterized pools that are left open & running in the winter & that these would not 100%prevent freeze damage in certain circumstances such as power outages, & low extreme temps, etc. These precautions such as pool run time (timers) which turns pumps on & water moving, freeze protect which typically comes engaged through factory settings, and covering equipment with tarp and heat lamp. The time leading up to & following your damage happening Cherokee Co.experienced an ice storm causing wide range power outages & extremely low temps staying below freezing for several consecutive days. This ice can be seen in the pictures you posted which were the same pictures you sent us making us aware of the problem originally on 1/11. It is unreasonable to state that we are responsible & should have been able to prevent this problem considering we do not maintain your pool or service unless there is an issue & the fact that the pool was left unattended during the bad weather conditions. We try to be of as much help & make sure owners are as prepared as they can be, but we can only do and explain so much. We truly do feel sympathy for you because it is extremely unfortunate. We want you to be able to enjoy your pool this swim season & would still be more than happy to assist in remedying this problem if you would have us to do so. ***** was hoping to hear back from you &have the opportunity to speak directly with you to be able to answer any questions since it seems there was a lot of confusion with what caused the issue, but he has not heard back from you. We are truly disheartened by the situation &what it has led to but are still willing to be of assistance. We have released our evaluation findings to you with repair estimations, if you have questions wed be happy to discuss those with you.

  (This was also posted on the ****** review)