Alpine Pools

The library store has met all my expectations and more. They have been out in front of possible issues before we knew it could be a problem. All the staff has jumped at the opportunity to be of assistance and has answered any questions with a respectful well thought out answer. I can’t thank them enough for helping me provide so much joy to my family and friends this summer. Thank you soo much Stacy and Dan. We have been blessed to find you.

Review: My wife and I went to alpine pools at the begining of Sept 2013 and spoke with a salesman who gave us info on different pool types. We came to an agreement on a budget and he set us up with a pool on that price range. We then talked about the pool placement and orientation which without even seeing our property he agreed that placement wouldn't be an issue. Upon receiving more than half our money it was then said to us that after actually coming out to look at our property in April 2014 that this pool couldn't be installed to our wishes. So we then decided to just get our money back but alpine said our options were to have the pool installed and add decking to fill the gaps, wait to see of someone else would buy that particular pool (or we could refer someone), and finally we could go the legal route. There was no legal contract or "special order" form signed to allow them to deny us a refund. Alpine then came to us with another option to purchase a more expensive pool that could be installed how and where we wanted the other pool to go . Once again a few weeks later they came to dig and said that they cannot install the pool how we wished. At this juncture I feel that their customer service and business ethics are very poor and the whole experience has been nothing but a waste of everyone's time.Desired Settlement: I wish to have a refund of all money put towards the pool which totals $9,200. I have receipts for all amounts also.

Business

Response:

Mr [redacted] was sold a pool at the end of 2013 for installation in 2014.

The salesman had multiple meetings or conversations with Mrs. [redacted].

Review: Purchased a hot tub was given wrong owners manual for electrical connection. Store gave me wrong directions to hard wire tub. Called store over the course of 3 hrs. and was given advice for the electrician to trouble shoot the problem. Electrician could not fix the problem and I'm now being billed for 3 1/2 hrs by the electrician for his services (which I'm responsible for payment) However, tub keyboard was short circuited causing it to be ruined based on two mistakes from the Alpine Pools company, the owners manual and the sales associate. I'm also being charged by Alpine Pools for the financing of this product that I'm unable to even use. So basically I'm paying for a product that never work correctly when it was delivered.Desired Settlement: I would like to be reimbursed the payment for the electrician's cost of his 3 hourly rate. Plus, Alpine Pools should be responsible for hooking up the electric properly to insure this product works correctly. Also, I would like an extended warranty at no cost to myself to ensure that I would not be responsible for further damage this may have caused to the product in the future.

Business

Response:

Mr. [redacted] had a spa that he had purchased from us delivered to his house on Friday 11-1-13.

The following day (Saturday 11-2-13), Mr. [redacted] had his electrician call us because he was confused on how the hook up of the electrical wires should be handled.

The main reason of my complaint is there is no communication with the staff in the Jeannette store. I purchased a pool liner from them and that experience was fine. They actually ordered 2 liners for me, luckily. One sales person ordered one then another person ordered another one, not knowing someone else ordered it already. I say luckily because it ended up one liner was mismarked. They said they would be back next day (this was Friday and they don't work Saturdays) since they finally came back Monday, after 2 calls to find out when they were coming. No call to give me a window time frame. I sat all day waiting. When I talked to someone,their response was they hook up skimmers at the end of the day. All they had to do was say that. I told her she needs to tell her customers so they don't waste their day waiting. She wasn't very nice about it. Needless to say I will not be recommending this store to anyone. The only good thing was, the workers putting the liner in were very good at their job of installing

Review: I Bought a pool from the worthless company approximately 5 years ago spending nearly $4700.00 for an above 24 foot round pool .with in the first couple of years the top rails started rusting and pitting and now are completely rusted and chunks of my top rails are falling into my pool. I called up the company thinking they would warrant these parts and maybe replace them for me or maybe help with this issue. The owner and management were very rude and basically did not gave two [redacted] about my issue. Instead they gave me information on how to contact this other company called Asahi parts, which the ONLY way you can communicate with this company is thru email. So I start the process with Asahi on 06/10/13 and let me tell you its a major pain in the [redacted]. They need your original bill of sale, they need pictures at certain angles of your pool and all kinds of other [redacted]. Then they will review everything after you submit all of this [redacted], and they will tell you that they will get back to you soon. After a week they get back to me with an approve code and a pro rated discount warrant on my parts, but tell my parts are OUT OF STOCK at this time. Needless to stay after 400 + emails later and now over a years later they are still out of stock on my top rails, and the only thing they keep emailing me and saying is they are coming soon. I have written letters to the Revdex.com and I refuse to give up. Two of my top rails are now 100% rusted broken in half and the rest of them are getting worst by the day. I notice now that my support rails that hold up my pool walls are starting to pit and rust as well.The nice design that was once on the side of my pool walls is completely gone. The pool wall was once this nice grey color and is now this dull faded white color. I have lots of friends and family member that all own above ground pools in the same area as me which is PA for 10+ years and longer and there pools still look brand new from day one, and none of them are having the issue that am having. Some have spend less than me on there pool same size and all. I have talked with numerous other pool company's in the area explain my issue from start to finish with my pool and they all said the same thing this should have never happen and alpine should replace everything for u at no cost. I'm a very OCD type of person and take very very good care of all my things. I Have three kids and they can not even enjoy the pool cause I'm afraid of the small and big chunks of rust will end up in there foot while they are swimming or rip the liner. I have every emails from start to finish all pictures of my pool and would be more than glad to share all of this information with anyone that wants to see proof that, I have followed all the companies request and I still have nothing or a fixed pool . I would strong advised anyone who is concerning buying anything from APLINE POOLS company or the store in Cranberry Twp Wexford in PA to stay away and save yourself the headache and mess that I have been going through. Take and spend you money elsewhere!!!!!!!! trust me. I'm even willing to give my email out (X) if anyone wants to get a hold of me please contact me with question. Good luck and thank you for reading my reviewDesired Settlement: To just make it right by replacing all top rails and replacing the support poles holding up the pool wall. AND NOT TO GET THE RUN AROUND AND TAKE ANOTHER YEAR.

Business

Response:

I'm Sorry to hear about your issues with the manufactures warranty. The manufacture of your pool is sold by 90% of the pool dealers in Pa. We also handle other manufactures but the claims must be settle through the factory, There is a warranty process you must go through with the factory. If you would like Please forward your emails to Asahi. and I'll send them an email in your behalf and see what the status of your parts. I'll apologize for the slow response in your claim, but your claim is against the factory. I'll help in any way I can

Consumer

Response:

Review: Purchased a pool approximately 10 years ago from Alpine. Just noticed a few days ago that there are rust holes in the metal liner. Looked at my paperwork and saw there was a "lifetime warranty". Called Alpine about the holes and spoke to a service man. He told me I would have to contact the manufacturer for warranty issues. When I told him who the manufacturer was, he told me that "[redacted]" went out of business. When I told him about the "lifetime warranty", he told me that the industry standard on a "lifetime warranty" was 7 years. Why would a "lifetime warranty" only be 7 years? (Any other time I had a warranty on something, it said the exact amount of time the warranty was)He then told me the metal skin could not be repaired, it would have to be custom made at my expense and that it would be cheaper for me to but a new pool than to have one custom-made. I bought my pool from this company because they are one of the bigger pool companies in the area and I thought they were reputable.Desired Settlement: I would just like my "lifetime warranty" honored and my pool repaired.

Business

Response:

I spoke to [redacted] today about his complaint and explained its a manufacturer's warranty. Some of the information that was given to my service manager about who made the pool, "[redacted] " was wrong. [redacted] is out of business. [redacted] pool was made by [redacted] or [redacted] pools. So all the information about getting parts made and cheaper to buy a new pool, is not applicable. Attached is an email address on how to handle a pool warranty. The pool warranty is not Alpine's. The warranty must be handled direct with the factory. According to our warranty and our contract, the warranty must be handled direct. On a good will basis, I will stop at Mr. [redacted]'s pool and take a look at his situation.

Review: On searching for a quality aluminum pool we went to Alpine Pools thinking they have been around for awhile and must have a good reputation. That was in March of 2012. We recive a great deal of information about their pools. We were shopping for a small 15 foot pool. Are major concern was installation. Payment was required before installation was completed. Pool price was over $6, 000.When installers came to put the pool in they were constantly being phoned to see if the job was done yet. I being the only person to use the pool, found rocks under the liner. This season after using the pool only 5 times the liner seam at the bottom of the pool has torn. The liner was not installed properly. Sand was not sloped as was instructed on the directions. Now we are required to pay more money for a new liner and $85 an hour for reinstallation.Desired Settlement: Proper installation at no charge! We feel the installation was not done properly the first time around!

Business

Response:

Sorry for the delay in my response to this complaint. I spoke with [redacted] on 8/5/13. They processed their warranty claim as instructed on their warranty card and received a new liner at the prorated cost as per their warranty and contract. Their warranty issue is closed.

They also stated that the crew received calls from our company about their installation progress. We checked our phone records; there was only one call between our company and our employees during installation.

Review: I had an above ground swimming pool installed Sept.2012. And it already has large dents in the bottom. I called the company and they said it is due to all the rain we have been having. These dents were there before all of the rain and were there after my daughter was in it one time after it was installed. It just keeps getting worse everywhere you step you can feel the sand move under your feet. Some of the holes are so big you could twist your ankle in them. They told me it would cost $85 an hour for them to fix this. I will have to empty out all the water rip up all the landscaping around it and re fill it at my cost. I have already helped install a pool before and it still is smooth on the bottom and these people are professionals. I would like everyone to beware of this business and the kind of work they do.Desired Settlement: I just want to get the word out to watch were you go to have a pool installed. I would like it fixed and not have to pay $85.00 an hour. For it to be fixed.

Business

Response:

We sold a pool to [redacted] on 8-25-12. At that time, she signed the contract along with some other forms, which I've attached. [redacted] 1 shows the date of 8-25-12 and a price of $3826.70. On form [redacted], Item Number 3 is clearly marked that water is the customer's responsibility. On form [redacted] Item 11a non warranty issues rodents moles. 11 c wash outs. 11e fill water. We provide these forms in advance so the customer knows this prior to signing a contract. This is not a surprise to anyone. We received no notification of any issues in [redacted] statement to the Revdex.com on 7-2-13. On 7-3-13, I visited the site to see what issue [redacted] wrote about. I agree there are wash outs and also the possibility of moles. Upon inspection of the site there is a slope going towards the pool, a piece of landscaping plastic that holds the soils back area around the pool that is lined with plastic funnels all the rain water under the pool. No matter what is done, this must be fixed. Sand with a liner on top of it with 23 tons of water cannot move without water underneath the liner. These are all items out of Alpine Pools control. When the client makes a mistake, Nature or God causes an issue with a pool, we offer a Goodwill repair. The client must fix the cause. We reduce our crew rate from $185 per hour to $85 per hour. This is a one time offer. Again, because it's not our issue, we do not cover the 70.12 of water to refill the pool. I'm sure that when [redacted] looks at the paper work and the issues I pointed out, she will agree. In the mean time, I've made arrangements for another certified installer to visit the site. If the client or your office has any questions, please feel free to call.

We recently used Alpine pools for building our in ground pool! They were absolutely amazing! They were always available when we had questions! They work very hard when building our pool and very efficiently! We definitely made the right choice by using this company!! Highly recommend Karl and his crew!!! Excellent service and highly skilled individuals!!

Review: Alpine Pools, [redacted], has provided a fraudulent pool chemical service, which we have recorded on video. He has been recorded entering our pool area with a pool chemical test slip already filled out listing chlorine and PH levels, placing it on our patio table and not testing the actual pool water. We have sent him two letters indicating we will not pay the January and February 2016 invoices due to his fraudulent activity. Alpine Pools now indicates that if we don't pay $100.00 by 3-12-16, we will be sent to "collections" and reported to the three credit reporting agencies. We are taking additional legal action against Alpine Pools for this fraud and request Revdex.com's intervention and assistance to resolve.Desired Settlement: Alpine Pools should not bill us for a service that was fraudulently provided.