Apollo Pools & Spas

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Complaint: ***
I am rejecting this response
because:Apollo Pools responded to my complaint with what would seem a believable excuse as to why they should not be held liable for the disaster I've incurred both time and money wiseHowever, what they neglected to note was before I even concluded the retail purchase of the liner, I was fully sold on the fact that the installer was an Apollo employee and I took their advice believing that if something wasn't correct with the installation, I could go back to Apollo and they would correct itAt no time did they allude to the fact this was an outside construction company that had no responsibility or recourse should something go wrongApollo seemed concerned enough after the first problem (torn liner) and after I noted all the wrinkles shortly thereafter, by stopping down in person within a day to inspectApollo repaired the leak and offered assistance with the wrinkled/uneven liner problem, leading me to still believe their installer was under their company umbrellaInstead of outright telling me it's not their problem and I need to deal directly with Justin, Kathy and Scott wouldn't return calls and made themselves obviously unavailable when I stopped in the store to catch up on the progress of my complaintThe bottom line is, Apollo pool was deceitful at the time of purchase of a product, initially handled my early problem as though they were responsible and then dropped me once the problems would have cost them their profits, even though our family has been a customer of theirs for decades
Regards,
*** ***

See Attachment.

Review: purchased a pool from Apollo in fall with installation in early April,2013 (finished date). Pool was purchased from their display showplace, with a reduced price allowed for the walls of pool standing for 2 years but not being used. All other components were new and or upgraded. It should be noted that [redacted] construction, the same company they recommend ( the ONLY company they recommend) unassembled my purchased pool in the fall for winter storage at their facility.

In March, [redacted] (aka [redacted]) met with us to begin installation. From the beginning there were problems. As I told him, he had me held hostage because he worked with Apollo and took that used pool down. In order to cover the warranty, I had to use him to install my pool, and he knew it. If I hired another installer and there was any damage to the walls or top, I had no way of knowing if it was caused before or after I received it. So, after many problems, and additional money, over and above the signed contract, the pool was installed. [redacted] then started on the deck we were installing. At this point we wanted it over and done. After digging holes and placing some concrete in them by atop [redacted], my husband learned that the deck was to be installed about 6 inches below pool height. This was not acceptable, and [redacted] was shown a picture before contract of deck and width, height, etc. We later drove to Apollo pools b/c [redacted] refused to change the height of the deck. Apollo's office staff called him to try and work things out for us. The next morning at 5am I received a call to be outside at 7 am to meet [redacted] (This was how he treated us every time he had a problem with us) After telling us he would raise the height and call with the price change, we learned that the change would be $84.00. Even though this should have been his problem since it was his mistake, we were willing to pay the extra. [redacted] called and told us that the price was really $484. due to lumber yard charges. We talked to the lumber yard about it and they assured us that the only change was $84.00. At that point, we chose to confront [redacted] about the lie, and we wanted him off of the property, Since then we have found major flaws in the installation of the pool. I have contacted [redacted] at least 4 times, he has answered one time, and he came to our home one time. When I talked to him about this problem, he made excuses and referred to [redacted] as his friend. [redacted] is clearly advertised on Apollo pools showroom store wall outside, and they are given to you as the installer. Especially in my case, I feel like [redacted] needs to take more responsibility for the mess we have been left with. We once again asked him to come over and look at the wall of our pool, which is so crooked it looks like a walking stick on one side. The medal bars are coming through the sand under the pool and trash wash left everywhere when [redacted] left, even though that part of the contract was complete. I have pictures of everything.Desired Settlement: I would like [redacted] to come to my home, look at the poor installation of my pool and realize I am a customer with a big problem. I would love to continue to shop at Apollo pools since I love the other staff there and the installation crew.

Business

Response:

{Please see attachment.}

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I will address the last part of Apollo's response first. As I have previously discussed with Scott, part owner of Apollo, he nor anyone at Apollo has "given me anything of monetary value". I paid for and still have receipts for the heater and the filter installation (light was installed at time of filter installation, merely a cord running to a light at skimmer. The heater was always scheduled and paid for through Apollo by us, I don't know where these wrong facts are coming from. As for the filter, I also paid for filter installation through [redacted]. When that company and we parted ways, I made it a point to insist the filter be installed before I signed off on the broken contract. I was told by [redacted] from [redacted], and I also had him write this on the contract that Apollo Pools would be providing filter installation at no charge to me since I had already paid. I later verified this with Apollo. If Apollo feels they are owed money for filter installation, they should contact their friend and worker [redacted] for reimbursement. They made that agreement with him, not me.

We are addressed in the response as novice pool owners. I don't know who responded but, we have both mentioned several times (I on the phone to him and when talking to [redacted]) that we have owned pools half of our married life (38 years) until we moved to Berks county in 2003. Novice we are certainly not. We have installed our own filters, pools, etc. we know what to do and what to look for. You are told that we left the filter operate without water and burned the basket, what you were not told is that it is advised to leave the pump on for 18 to 24 hours. Our pool sat for weeks without a filter due to this whole case so when we got a working filter we left it on overnight. When we came out to check it in the morning we found one of the hose clamps had never been put on and the filter had leaked there. Yes, we needed a new basket. However, WE paid for the filter basket, under $10.00 if I remember correctly. Apollo pools wouldn't even give us a basket that soon after installing a filter we paid for that leaked. Now I ask you, how many companies would charge you for coming out to fix a leak within a week or two after installation? I guess Apollo does if you believe their last paragraph of the response. I ask you, is that good practice? Apollo sent a copy of our invoice, showing the heater we purchased. upon opening/installation, it was found to have a broken door latch. Apollo tech told us it would be ordered and installed. We didn't hear from them for so long we went out and bought and installed it ourselves.

I would like to know where is the charity or good will that Apollo speaks of? Recheck your facts before reporting them please!

Apollo also states that we are regular shoppers at their store. Also incorrect. I use the chemicals they carry and purchased them there until I found another supplier. I also have receipts and can prove this. I also just purchased a robot cleaner for my pool from another vendor. Although I truly feel the front staff and sales are good at Apollo, I left so many messages, emails, and even an in store visit to amicably resolve this with [redacted] the owner before I came to the Revdex.com, I can no longer shop in good conscience in the store.

I do feel they are responsible because when I purchased this pool it was not new but a "like new" showroom sample. From the time I first started looking at pools the salesperson knew I wanted it installed. We were told they only recommend one person, [redacted]. I was given his card when looking. When I purchased the pool I was told he was going to be disassembling my pool. [redacted] does all of the installing of their pools and decks at Apollo. I had to worry about the condition of the wall when installed.

Here are my main reasons for believing that Apollo should be held accountable:

1) Pool taken apart by [redacted], I am told they only use [redacted], if my pool is installed by another person and has damage how do I know if it is going to be covered or claimed to be caused by my installer? They surely would believe [redacted]s word over another installer. I had no choice for Apollos' warranty.

2) Although [redacted] claims to have no business or social relationship with [redacted] of [redacted], there are only two business names listed on the side of their (Apollos') business, one of them is [redacted]. Apollo claims it is for [redacted] to bring in business, but how does a pool installer and deck person give a company like Apollo Pools business? Why would they give up a prime space to someone and recommend someone exclusively but claim no relationship at all?

3) [redacted] told me himself that Apollo keeps him in business with referrals as well as working at Apollo. Living in the area I pass that way many times. It is not unusual to see [redacted] truck parked in the lot of Apollo. It was also not unusual for [redacted] of [redacted] to call me from Apollo Pools when he would set up appointments to meet with us. Does this sound like a company with no connections?

4)The first time I finally got to talk to [redacted] about the problems that led to our firing [redacted] for trying to scam us out of $400.00, he excused it as" him trying to get some of his gas and time money back but going about it in the wrong way" Wrong way? In my book that's stealing. To this day he still continues to stand by him.I

In closing, I feel strongly that Apollo led me to believe that I should use [redacted],a trusted contracter they use for all of their needs. They further acted as a liaison during difficult times dealing with [redacted], calling and mediating. This is also evident in their agreement with him to install our filter. Why would they install a filter that a contractor with no connection got paid to install? I am not asking for the moon. I am asking for both companies to see the mistakes and make them right.

Thank You