Complaint Summary:
Unresolved spa leak, cracked concrete and…read moretiles, broken heater, and nonfunctional wireless system -- all left unaddressed despite repeated requests for service since 2022.
Detailed Complaint:
On July 15, 2021, we contacted Pete Alewine Pool and Spa for a consultation regarding the construction of our pool and spa. After meeting with Mr. Pete Alewine himself, we were informed by Stephanie W. that the project would not begin until the later part of 2022. Despite the long wait, we were confident that this was the right company for us and believed the quality and professionalism would be worth it.
Our pool was eventually installed, and we were initially pleased with the work. However, only a few months after completion, major issues began to surface -- and despite numerous attempts to get them resolved, we have yet to receive proper service or follow-up.
August 24, 2022: We contacted Diane B. to report a major leak in the spa, including photos. Diane promptly responded that Paul had reviewed the photos and that someone would come inspect the issue. No one ever came.
September 8, 2022: The leak worsened, and the surrounding concrete and tiles began cracking. We reached out to Diane again with updated photos. Still, no one came.
September 16, 2022: We contacted Diane once more for assistance. Again, no response or service visit followed.
August 31, 2023: We reported further cracking around the pool and spa, likely caused by the ongoing leak. No resolution was provided.
June 6, 2024: The heater, which was still under warranty, broke. It took over a year before someone finally replaced it.
Throughout this time, I repeatedly called the company asking to speak directly with Mr. Alewine, but was told that was not possible. Each time, I was assured that someone would come out to resolve the problems -- yet no one did.
July 14, 2025: I contacted Allison M. for a status update and provided new photos showing worsening damage. Allison said someone would review the photos and get back to me.
September 3, 2025: I reached out again to Allison and Tim for an update. I received no response.
It is now October 2025, and we are still waiting for someone to repair the leaking spa, cracked and uneven concrete, and damaged tiles.
Additionally, we paid for the installation of a wireless connection system for the pool and spa, which has never functioned properly. To make matters worse, we continue to pay nearly $500 per month to Pete Alewine Pool and Spa for cleaning and maintenance of a pool and spa that we have been unable to use since August 2022.
We have remained patient and loyal customers, choosing not to escalate the matter in hopes the company would honor its commitment to service. Unfortunately, after over three years of unresolved issues and unreturned communication, we feel we have no choice but to file this formal complaint.
Desired Resolution:
We respectfully request that Pete Alewine Pool and Spa:
Immediately repair the spa leak, concrete, and tile damage.
Ensure the wireless system functions as originally promised.
Provide written confirmation of warranty coverage and a service schedule for completion.
Consider partial reimbursement for the extended period of lost use and ongoing maintenance costs.
Mr. Alewine, we chose your company because of your professionalism and reputation. We only ask that you uphold those same standards now by resolving these long-standing issues as soon as possible.
