Absolute Pools Reviews (%countItem)
Absolute Pools Rating
Address: 136 North Water St. Suite 210, Kent, Ohio, United States, 44240
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I bought my pool on May 6th, 2020 from the Litehouse in Parma, Ohio. Nora never told me that my pool was contracted out for install. She made it seem like the install guys were her people. I paid $800 extra to have my pool installed and yet today May 30, 2020 it still sits on a pallet in my driveway. I still have no install date yet they have my $3,800. I have contacted the store as well as Absolute pools and have gotten zero help or even a response back. The delivery guy came to my home with no mask, sweating everywhere yet we are in a pandemic. Buyer beware.
I had an 18 by 33 ft. oval swimming pool installed by Absolute Pools in 2018. I did not have a positive impression of Nick. First, he charged me for dig fees more than what was explained to me from my sales person. Second, as others have mentioned he had a poor attitude and was disrespectful to employees on the first day of excavation. The second day, during the actual installation, Nick was too busy with other things to be on my site. Within the first week of installation, sand collapsed under the liner in a few spots. I did not bring it to Nick’s attention at that time. One, because I was not confident Nick was competent enough to fix this issue, and two, it was rather small initially. But when the pool was opened this past spring, sand had collapsed severely in multiple areas. I called Nick multiple times and he never called me back. I thought Nick is so concerned with his online presence surely he would respond. But no response as of yet. Luckily, my sales person took a vested interest in my situation and helped me find a competent installation team in ***. It was uncovered from the 22-man hrs. of fixing Nicks problem install by ***, I learned much more than necessary about above ground oval pool installation. Had I known beforehand, I would of educated Nick. Nick has demonstrated that he is a loud mouth man without humility, and I am sure he would have of had an answer to my instructions. But apparently, the plates under an oval pool need to be stuffed with materials so the sand doesn’t slide under them from the weight of the water. In my case, about 10 spots more than 4 inches deep apiece in some areas. On top of that the pool should have approx. 3.5 tons of mason sand in the pool. Absolute failed again. Although, right up the road there is a place that sells mason sand. After the arduous task of compacting sand properly under the plates, *** pools brought in 2 tons more sand to properly complete the installation competently. Absolute was approx. 2/3 short of mason sand initially! So Nick, I ask you, despite *** fixing your issue, might you be Average enough to pay the 650-dollar water bill from my local water hauler? I have a well and fear destroying my pump with the 16000 gallons needed to fill my pool. Thank you for your consideration.
Dear ***, we would first like to apologize for the belated response to your review of our business. When the Revdex.com of Akron sent [email protected] an email notification of the review, the email was flagged and sent to an unmonitored folder. Once we became aware of the review last week, we contacted the Revdex.com to correct the issue and provide a response.
We are extremely sorry for the grief you experienced with your pool installation and subsequent structural complications. Simon, your pool installation foreman, and Nick, your grade crew foreman, remember your job well and were pleased to work with you. Our records indicate that we worked with you to get Nick and the grade crew out as early as possible, June 21st, to prepare the site for the earliest possible installation. Simon and the installation crew then came out to build Monday of the following week, completing your swimming pool installation Tuesday, the following day. Either foreman may have called you from personal mobile numbers to keep you updated on the crew’s arrival time to your site that day. We apologize if that gave you the impression to call them directly and wait for a return call to address your concerns but unfortunately, they do not have the ability to address these issues.
Our office received your call this past June regarding the settling issues you were experiencing. Our office staff spoke with you a few times to keep you updated as the proper steps were taken to address your concern. We contacted ***, the retailer you purchased your pool and installation through, to make them aware of the situation so they could investigate to best service the repair. They informed us that the preexisting ground conditions caused settling of the buttress system. Fortunately, your retailer went above and beyond their warranty obligations by paying for a repair crew to reset the settled ground issues. Your retailer kept us informed of their follow-ups with you (a major reason we provide services for them is their dedication to customer service). Unfortunately, warranty issues do not cover the cost of water hauling. Although, due to the nature of the problem, you may have some recourse with your homeowner's insurance. We would be happy to help you navigate that option if we can be of assistance.
If there are any questions or concerns regarding our operation, please feel free to inquire about our installation processes, past and present. All products are installed carefully, according to the specific manufacturer installation instructions. These include specifications that would help answer your questions about material volumes, like sand quantity and application. We would be happy to provide you with your pool’s manufacturer installation instructions if we can be of assistance.
Poor people skills and terrible mistakes and work. Would not recommend absolute pools to anyone.
I'm sorry that you were not satisfied with the level of service that we provided you upon our attempt at installing your swimming pool liner. When our supervisor, Simon, called you to ensure your pool was prepared for the installation, he asked if you had drained the pool as your sales associate explained to you while you went over the Liner Installation Agreement. He scheduled your installation once you confirmed your pool was ready to go. Once he arrived he saw that there was a few inches of sludge still in the pool. Our policy when we arrive at a job that is not drained is to offer our customers the service of draining the pool for a fee. Simon opted to drain what would go through the pump and then take the slimy crud that was too solid to go through the pump and leave it on the sand bottom for the sun to dry it out so they could return, remove the dried sludge, and install your new liner. If a customer does not have the pool drained and opts out of the drainage service then our policy is to charge a $75 return fee. Simon did not charge you for the hour of work that his crew performed, as a token of good faith he told you that he would only charge you for the $75 return fee, saving you $160. I am more than happy to speak with you about this to understand more specifically about the poor people skills and mistakes you experienced with the crew.
Absolute Pools came to our rescue once again. While changing our pool filter this past weekend, the filter/pump union broke. I had no idea what I was looking at so I called the company I’ve come to trust and rely on over the years. They answered my questions right away and were thorough in assessing what happened and what needed to be done. They communicated exactly what they could do and listened to my concerns about other things regarding our pool. This company is committed to making sure their customers are happy. Their quality of work cannot be matched by any other pool companies. I would recommend Nick and his crew to anyone looking into getting a pool or maintaining one they already own.
Thank you for your feedback, we appreciate your business!
I purchased a pool from Litehouse Pools and it was installed by Absolute Pools. Even though the "waiver", which we had to sign, covers them leaving a 6" gap between the deck and pool on one side (it is a safety hazard) and zero on the other and lack of quality in centering the pool to my existing deck, is the reason that I am writing this review. The owner stopped out to look at the pool and said "They don't center the pool to the deck". I told him of friends of mine that had a pool installed and their existing deck needed no modifications, bulders that questioned the centering of the pool, and he asked for their name and I didn't give them to him. He said "That's because you don't have any". I asked him if he was calling me a liar and he said "yes". I told him to leave my property and that I would be posting on social media and the Revdex.com. As he was walking away he told me I should learn how to read.
I had to make modifications (cut away) portions of my deck, per their instructions, in order to have the pool installed. I wouldn't have needed to make any "modifications" to the one side of the pool if they would have done the job correctly. When I went to Litehouse to inquire about how this could be rectified, Litehouse said their was nothing they could do. Another customer overheard my story and stopped me outside of Litehouse as I was leaving and said they had a problem with them not fixing a leaking skimmer which washed away the sand under their pool. I had also read numerous complaints on their (Absolute Pools) customer survey that I received in an email.
Thank you for your comments. As we discussed before and after installation, we cannot build an above ground pool to line up with a pre-existing pool deck. Decks are custom built to above ground pools, so when a replacement pool is built modifications will need to be made to the deck after installation in order to create a custom fit to your new pool. Often with larger decks, portions of the deck need to be removed so that there is enough room for the installation process. Sales associates help inform customers of that during the purchase process, but as we did for you, we like to repeat that information on site so that our customers are as informed as possible of the services that we are providing.
Upon arriving at your site our foreman discussed with you that some of the deck would interfere with the pool’s installation and would need to be removed because of the size and scope of the pool deck. Once this was completed the crew returned and installed the new pool. The sales team takes extra care in creating an ‘Existing Deck Supplement’ as an additional agreement to the standard installation contract so that customers know what to expect with the installation of their new pool when a deck is involved. In this supplement there are a total of 8 line items so people aren’t bogged down by long legalese. Of the 8 line items, these 4 are most suitable for your situation:
Line item #2: ‘When applicable, the new pool will be installed no closer than 8 inches to an existing deck’
Line item #3: ‘Due to certain circumstances: over digs, radius, frame size, pool size, condition of deck, oval framing and other issues discovered before or during the installation, the new pool or sections of the new pool may be further than 8 inches from the existing deck.’
Line item #5: ‘A deck extension may be needed to incorporate the new pool to the existing deck. (This is the customer’s responsibility.)’
Line item #7: ‘Litehouse, nor the installer, is responsible for any deck modifications that may be necessary, including cutting away of boards or posts to accommodate the new pool and its framing.’
We ensure that every customer signs this agreement both before and after installation. These terms are industry standards. We are truly sorry that the 6-inch gap is unacceptable to you, we make every attempt at informing our customers of the possible outcomes due to existing decks prior to purchase. At Absolute Pools we strive to keep our customers satisfied and one of our core values is transparency. You may have noticed on the same survey referenced in your review that we have a 97.2% satisfaction rating which we work hard to maintain. We appreciate your feedback, negative or positive.