American Pools & Spas

***,I received your complaint from the Revdex.com and I am a little confused [redacted] does not carry a 18xpool size and there warranty is for yearsi attached a copy of the warranty from the manufacturerfor the first season its is 100% guaranteed but after the first season the customer is responsible for 80% of the cost for repairsi apologize if you were unhappy with the cost for the top rails but we did honor the top rails and the cost of them was 80% of the listed pricei am also confused on what you mean by a code to speak to a representative at [redacted] because all warranties are handled through www[redacted] .com which I also attachedunfortunately [redacted] is the manufacturer of the product and they are the company that supports the warranty and I have to follow there guidelines as to what I can and can not handle when it involves the warrantyif there is anything that you need to make the warranty process go smoother I would be more then happy to help you in any way that I can thank you, Jason B [redacted] Vice President American Pools and Spas

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] If we'd like to discuss dishonesty, we never stated we found one online and it was the reason for the return We stated we could buy one cheaper online, however we did not need the part It was not used for weeks, it was used for a half hour at most at which point we decided we would not need a timer as we discovered our pool pump had a manual switch off and we would just use that switch instead.When we were in the store they acknowledged we were correct with the day return Since our horrendous experience with your company we have gone to another local pool place and have had zero issues Unfortunately you're blaming us for your return policy being very loosely defined and enforcing it however you choose to We actually were going to buy more product from your store (solar cover and chemicals we needed after having our water tested.)We took our business elsewhere even if we had to pay a few dollars more This actually further goes to say price was not the reason for the return We tried to support a local business rather than buying online, and unfortunately we choose the wrong local business.I am rejecting this response because: Regards, [redacted] ***

I responded to the complaint the day after it was postedI am sorry you did not receive itThe customer tried to return a timer a timer to American Pools The timer was used for weeksThey came in and said the time was not working I then tested the unit and found it was working correctly
The customer then said we found one on line cheaper and this was the reason they wanted to return the timer and not that the unit was damagedThey were trying to give back a used product and receive a full refundI told them no and asked them to leave the storesome people are just dishonest I hope they don't try this with anyone else

If you buy a pool from American Pools in Whitehall, stay far away from installer Jayme M*** Absolutely horrible customer service from this guyWe should have known from the first day when he was suppose to be at the house at 5pm to look at the project and didn't show up until 8pm! Started the install on a Thursday at 9am, paid in full on Ftiday at 1pm, and didn't finish until the following Wednesday!!!!!! Never on time when he gave us a time he would be here, told us he would be here Saturday, never showed or called, finally called Sunday and said he forgot it was his dad's birthday and he wouldn't be over to finish, was suppose to come back Monday, no call no show, finally comes TuesdayOver all these days he also had to go through pool pumps because everyone he got leaked water out the side!!! I one point he wanted to take apart the NEW pump and try to seal the gasket so it wouldn't leak!!!!!!!! After I exploded on him he finally got an upgraded pump!!! And let's not forget the piece he broke on the pool deck ladder that he never replaced!!!!!! I wouldn't have this guy install a dog houseUnrealible, not trustworthy, never on time and just a huge bullstterHe will tell you how good he is and what a perfectionist he is but do not fall for his crap and just go with someone else for your installI almost forgot, the last pump he replaced he took all the fittings with him and when the electrician came back to hook it up to code, he didn't have the partsI call Jayme to have him call Rick to talk to him cause he was at the house waiting but he NEVER called him!!!!!!!!! Not surprised
On a good note, Rick the electrician was fantastic!!!!!!!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]If we'd like to discuss dishonesty, we never stated we found one online and it was the reason for the return.  We stated we could buy one cheaper online, however we did not need the part.  It was not used for 2 weeks, it was used for a half hour at most at which point we decided we would not need a timer as we discovered our pool pump had a manual switch off and we would just use that switch instead.When we were in the store they acknowledged we were correct with the 30 day return.  Since our horrendous experience with your company we have gone to another local pool place and have had zero issues.  Unfortunately you're blaming us for your return policy being very loosely defined and enforcing it however you choose to.  We actually were going to buy more product from your store (solar cover and chemicals we needed after having our water tested.). We took our business elsewhere even if we had to pay a few dollars more.  This actually further goes to say price was not the reason for the return.  We tried to support a local business rather than buying online, and unfortunately we choose the wrong local business.I am rejecting this response because:
Regards,
[redacted]

[redacted],I received your complaint from the Revdex.com and I am a little confused. [redacted] does not carry a 18x36 pool size and there warranty is for 20 years. I attached a copy of...

the warranty from the manufacturer. for the first season its is 100% guaranteed but after the first season the customer is responsible for 80% of the cost for repairs. I apologize if you were unhappy with the cost for the top rails but we did honor the top rails and the cost of them was 80% of the listed price. I am  also confused on what you mean by a code to speak to a representative at [redacted] because all warranties are handled through www.[redacted].com which I also attached. unfortunately [redacted] is the manufacturer of the product and they are the company that supports the warranty and I have to follow there guidelines as to what I can and can not handle when it involves the warranty. if there is anything that you need to make the warranty process go smoother I would be more then happy to help you in any way that I can.   
thank you,
Jason B[redacted]
Vice President American Pools and Spas

Review: Purchased a pool from American Pools and Spas 8 years ago with a 25 year warranty. 3 years ago the top rails were rusted through and the company would not honor warranty and charged me $460 for new rails which I did purchase because otherwise the pool was unusable. This year, the pool is destroyed because of rusty supports and top rails. The pool is unusable completely and must be replaced. They are not honoring any part of the 25 year warranty. I visited the showroom to discuss my concern of my unusable pool and was told "There is nothing we can do about it." Tried contacting the manufacturer several times and was unsuccessful because I was told I need a special "code" to speak to any representative of the pool manufacturer. American Pools and Spas would not help in any way.Desired Settlement: I feel that the pool should have lasted much longer than it did. I am looking for a refund of at least 50% of the cost of the pool ($3600) plus the cost of the rails they charged me for ($460) - or - replace the pool. Thank you.

Business

Response:

[redacted],I received your complaint from the Revdex.com and I am a little confused. [redacted] does not carry a 18x36 pool size and there warranty is for 20 years. I attached a copy of the warranty from the manufacturer. for the first season its is 100% guaranteed but after the first season the customer is responsible for 80% of the cost for repairs. I apologize if you were unhappy with the cost for the top rails but we did honor the top rails and the cost of them was 80% of the listed price. I am also confused on what you mean by a code to speak to a representative at [redacted] because all warranties are handled through www.[redacted].com which I also attached. unfortunately [redacted] is the manufacturer of the product and they are the company that supports the warranty and I have to follow there guidelines as to what I can and can not handle when it involves the warranty. if there is anything that you need to make the warranty process go smoother I would be more then happy to help you in any way that I can.