Cannon Pools & Spas

In the fall of 2019 I had an in-ground pool put in by Cannon. I went with Cannon pools for many reasons. I have lived and worked in the Syracuse area for many years and have had the opportunity to talk to many people regarding the services provided by the pool companies in the area. Cannon appeared to be high on the list. Customer service upon entering the store was mediorce at best. Although the staff appeared pleasant enough, eye-contact was not a priority making you feel as though you were not very important, and the atmosphere was busy and distracting. The salesperson that sold me my pool was kind, doting, and respectful, explaining quickly what my purchase was going to include. Excluding of course all of the "hidden" costs. The staff that dug for the pool were unprofessional to say the least, driving over established plants along the way after asking if they were "important to me," breaking my gate ( which Cannon paid for 1/2 to replace), and leaving their garbage in my backyard. The staff that completed the cement appeared to be more professional, however a huge pile of leftover cement was left in my backyard as they cleaned their wheelbarrow out! The closing of the pool was scheduled with a request to please "clean" the leaves out of the pool. A prior request made to clean the leaves out of the pool due to the delay in closing was met with "OK, you can call this number and pay for someone to come out and clean the leaves out before closing." For the amount of money that you pay, 20,000 just to have the pool installed with a promise made by the salesman that you yard would be graded and ready to plant grass was NOT what you got! What you got was a disaster, with garbage, enough sand for beach, roots, sticks, rocks, cement, killed plants, broken gates, and ruining your neighbors lawn. Needless to say customer service is not a priority and human service is NOT what is done despite the quote by the owner on the website. Please do you research thoroughly, take time to compare and talk to people, make sure that they look you in the eye and listen to people when they have negative things to say.

I received message statng Revdex.com cannot request compensation I am requesting to be given an in store credit for at least $to be used in any store other than the [redacted] locationI spent $on a product and did not receive any customer service fro Jeff the salespersonbut I received phone calls text and invoice within days of pool being installedand have no received calls asking if I neede any help or to follow up with saleHad to go to [redacted] location for the couple of hours of needed help to get pool runningI also request the commission to go to sales mgr [redacted] at [redacted] locationThat definetely needs to be done

I am in receipt of the complaint submitted by [redacted] Mrs [redacted] called out store on Friday,June lih, just prior to our p.mclosingI told her we were quite busy and I would return her callShewas wholly abusive on the phoneShe said she "thinks she has a hole in her liner"She had not had anywater loss.I have no issue speaking with any member of a household regarding any issue with our products orservicesIn this case, I found [redacted] to be irrational and abusiveMy contract is only with Mr [redacted] and any time he has called 1/we have been quick to respond.On Saturday, June 18th, at 8:30a.mI called Mr [redacted] to discuss the matter but was only able to leavea voicemail messageAt a.m***, again abusive, calledI told her I had left a message for Mr[redacted] and was awaiting his return callOn Monday, June 20'h, Mr [redacted] and I communicated that we would visit the pool Tuesday, June 21st , and assess the situation.Upon our arrival, our technician was able to locate a toenail sized hole and permanently sealed itThishole was caused by an external force such as cleaning action/equipment, toy or game, toenail or animal.Liners do not develop holes by themselves [redacted] indicated that another party opened the pool for theseasonThis hole may have occurred during that process.This is not covered by any warrantyFurthermore, there is a $invoice for the services we providedin sealing the hole.Sincerely,Jeffrey ***Vice President-Sales

TO: Revdex.comFrom: Art M [redacted] , VP of Operations Cannon PoolsDate:June 24, 2015Subject: ID [redacted] , [redacted] Pages (excluding cover page):2This is in response to Revdex.com complaint ID [redacted] Attached is a copy from our price book showing30' X 54" beaded liner (since the home owners think we make up prices)Cannon does not "scam" customers; that is a ridiculous and libelous accusationIf the home, owner mentioned that the product was perhaps warrantable at the initial conversation, we would have helped act as a liaison with the manufacturer of the productThe home owner said that the liner was shredded by the ice, an? agreed to pay a discounted rate to have a new liner installedCannon installed the new liner to the customer's satisfaction in a timely fashionAfter the service was rendered, the home owner had a change in he.rt and decided they did not want to payThis was very unfortunate for Cannon, and convenient for the customerEven though this was not the agreement, Cannon has now voided the $check that the home owner mailed in and waived the invoice for both the $liner and the labor, Cannon has contributed $to replace the home owner's liner (labor and material) with no monetary return for contribution from the customer, for;; non"warrantable act of godThis is not what we agreed to at the onset of the problem, but we want to move forward in a positive direction with our customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is their response are the nice emails from their asset AriI have attached all of his emails and a picture of our liner torn at the seam. I would like to point out that he has written what the liners and labor "normally" costI am not sure what "normally" meansWhen I asked him how much the liner was for our pool he told me $I can already tell that we are being scammed. As for the warranty, he told us to just send him picturesThere was no mention of a warranty claim that had to be filed with the manufactuerWe sent the $to put toward the laborWe feel we are not responsible for the liner since our pool did not even make it one year and we had continual costs throughout the yearWe had to fill our pool twice within one yearThis cost us $1,We went from paying $7,for a pool to $8,We are very disappointed in our service from Cannon poolsWe are also extremely disappointed on how we were treated by their "vice president" Ari.
Regards,
*** ***

Attached is a copy of the contract entered into by Cannon Pools and *** ***we agreed to have the pool installed by May 31, We installed the pool on Tuesday May 23rd, meeting our obligationMrs *** did call numerous times during the wettest spring since Each time she was told that "when the rains stop and the yards dry, we will install your pool." Calling multiple times the same day does not change the responseAfter speaking with her husband, we were able to make some changes in our schedule to meet his scheduleI did call Mrs*** after the pool was built but did not receive a return callAs a measure of good faith, we will be mailing Mrs *** a $gift certificate to be used at any Cannon locationSincerely, Jeffrey Cannon Pools

Response to Revdex.com Complaint ID#*** October 15, 2015Att: *** ext ***The general aspersions that *** *** has cast are entirely and We dispute each and everyone. He has received service whenever he has contacted usSpecifically, we have replaced two filtration tanks
at no charge under warranty, as well as reseated a gasket on the diving board.His specific complaint at the moment is that he does not like the color of the custom safety cover that he ordered and we providedWe have installed over four thousand safety covers, and except for a few instances where a customer specifically requested that we source a different color, they have all been greenHe neverrequested orally or in writing any other special colorHe then demanded a full refund on the cover, which we provided hirnNow we are stuck with a custom made safety cover worth over a thousand dollars that we will never sellHe is wholeWe are notAnd, he is still complaining.I enclose two copies of emails that we have sent in attempts to reason with an unreasonable manClifford M***, PresidentCannon Recreation Corp

Mrs*** is a long time loyal customer that we want to be sure is happyShe hired Cannon Pools toreplace the liner in her swimming pool on May 4, We provided the liner and installation at a greatlyreduced cost in light of her situationThe manufacturer of the liner had determined that
the failure was notdue to a manufacturing defectWhile the manufacturer would not participate in the replacement, we felt aloyal customer was due a breakWe provided the liner and installation at our cost with no additional profit.The liner was ordered on May 5th, it arrived and was installed as soon as weather AND sail conditionspenmitted, June 19-20.I have apologized to Mrs *** for my wordsWe will retum to help her with some issues with her poolnot related to the liner installation.Sincerely,Jeffrey ***VP/SalesCannon Recreation Corp***

This is in response to Revdex.com complaint ID***Cannon built an above ground pool for *** *** *** *** May/June The pool was built timely and to the customer's satisfaction*** ***contacted Cannon in the spring of to report that the ice had shredded their liner
Never was there any mention of asking a warranty claim to be submitted to our manufacturer, Imperial Pools Vinyl WorksIf a warranty claim was to be submitted, we would have helped, and the proper protocol needed to be followedWith no mention of wanting to submit a warranty, Cannon agreed with *** to put a new liner inand to do so quickly so their family did not lose time swimming in their backyardSince our pool builder was booked a few weeks out, we agreed to use a local sub-contractor, *** ***, This was the agreement: Labor: Steve normally charges $for laborI am providing him with store credit for part of this, so ***s responsibility is $350.Liner: x beaded liner normally $Cannon is eating part of this and your responsibility is $292.Total owed is $+ tax ($51.36) " grand total of $for new 30' x 54" liner installed.The replacement liner went in quickly and to customer', satisfactionWe spoke to *** on multiple occasions and he assured that he would stop in the store to settle the balanceAfter weeks of no payment and a final email asking for payment, a call was made to *** with option of settling their balance or going to litigation*** sent a check in for $on 5/27/because this is apparently what she thinks she should actually owe.If customer would like to submit a liner warranty claimthe warranty needs to be submitted directly through the manufacturer and it does not cover water and labor" The manufacturer of the product has the final say ofcoverageYou cannot submit a warranty claim after the work is done since they want a sample of the liner defect. That being said, we always work to find middle ground with our customers to help offset this unfortunate and unexpected expense, and we contribute monetarily in many case to provide good serviceThis matter is now going to litigationThis is a copy of the final email request for payment (which was ignored), and *** deemed "unprofessional"HI ***Firstlet me apologize again that the liner had winter damage after your very first season with the poolAlthough the damage was not warrantable, I felt that Cannon must also contribute financially to the fix, as this was the right thing to do: Labor: Steve normally charges about $for laborI am providing him with store credit for part of thisso your responsibility is $350.Liner; x beaded liner normally $Cannon is eating part of this and your responsibility is $292.Total owed is $+ tax ($51.36) ~ grand total of $693.36Please stop by the shop, putcheck in the mail, or call in a credit card before weeks endIf have any other pool, needs, such as chemicals or floats, I am happy take 20% off any of these items next time you are in the shop to help offset this unexpected and unfortunate cost of replacing the liner. Kind regards,Ari M***Vice President of OperationsCannon Pools and SpasWTaft RdNorth SyracuseNY 13212###-###-####

TO: Revdex.comFrom: Art M[redacted], VP of Operations Cannon PoolsDate:June 24, 2015Subject: ID [redacted]Pages (excluding cover page):2This is in response to Revdex.com complaint ID [redacted]. Attached is a copy from our price book showing. 30' X 54" beaded liner (since the home owners think we make up prices). Cannon does not "scam" customers; that is a ridiculous and libelous accusation. If the home, owner mentioned that the product was perhaps warrantable at the initial conversation, we would have helped act as a liaison with the manufacturer of the product. The home owner said that the liner was shredded by the ice, an? agreed to pay a discounted rate to have a new liner installed. Cannon installed the new liner to the customer's satisfaction in a timely fashion. After the service was rendered, the home owner had a change in he.rt and decided they did not want to pay. This was very unfortunate for Cannon, and convenient for the customer. Even though this was not the agreement, Cannon has now voided the $200 check that the home owner mailed in and waived the invoice for both the $500 liner and the labor, Cannon has contributed $1100 to replace the home owner's liner (labor and material) with no monetary return for contribution from the customer, for;; non"warrantable act of god. This is not what we agreed to at the onset of the problem, but we want to move forward in a positive direction with our customer.

I received message statng Revdex.com cannot request compensation I am requesting to be given an in store credit for at least $200 to be used in any store other than the [redacted] location. I spent $7900 on a product and did not receive any customer service fro Jeff the salesperson. but I received 2 phone...

calls 1 text and 1 invoice within 2 days of pool being installed. and have no received calls asking if I neede any help or to follow up with sale. Had to go to [redacted] location for the couple of hours of needed help to get pool running. I also request the commission to go to sales mgr [redacted] at [redacted] location. That definetely needs to be done.

This is in response to Revdex.com complaint ID [redacted]. Cannon Pools is very clear during the buying process that the home owner is responsible for permit fee, water, electrical cost, inspections, and lawn restoration. In a wet season like we had, there is a potential for higher than average lawn damage...

when machines and concrete trucks go from the road to the job site, A pool and patio cannot be built without the machines accessing the job site, and they have to drive over some lawn to get there. This is an inherent part of pool construction, The only time there was a lapse in communication was for 2.5 days when I was out of the office (and state) at a pool conference. If the homeowner would have phoned the office, they would have been told this" We acknowledged that the wrong pump was installed at the pool installation. The pump was supposed to be a?? Speed 1 HP pump that ran at 220V, and instead a 1 HP 1 Speed pump was installed, and the [redacted]'s electrician ran 110V to it. The added material cost for the electrician to run 220V line versus 110V is $242.96 due to wire, breakers, switches, and outlets. The material invoice from [redacted] was given to the [redacted] family. This cost is the same whether the electrician were to have done the work when the pool was installed initially or coming back after our tech swapped the pump.Cannon agreed to swap the pump and pay for the electrician's labor, but not the electrical materials, because the home owner would have had this same higher cost ($242,96) initially added to the electricians invoice if the right pump would have been there from the start (and the electrical costs are the home owner's responsibility)" On Monday 10/11/17, the electricians ran the new wiring and on Tuesday 10/12/17 our tech installed the new pump.cannon and the [redacted] family ended up splitting the material cost, each paying $121.48., and Cannon has offered a free pool closing this season (valued at $230) to help contribute toward the [redacted]'s lawn restoration. I think we are all on the same page and moving forward in a positive direction.

I am in receipt of the complaint submitted by [redacted]. Mrs. [redacted] called out store on Friday,June lih, just prior to our 6 p.m. closing. I told her we were quite busy and I would return her call. Shewas wholly abusive on the phone. She said she "thinks she has a hole in her liner". She had...

not had anywater loss.I have no issue speaking with any member of a household regarding any issue with our products orservices. In this case, I found [redacted] to be irrational and abusive. My contract is only with Mr. [redacted]and any time he has called 1/we have been quick to respond.On Saturday, June 18th, at 8:30a.m. I called Mr. [redacted] to discuss the matter but was only able to leavea voicemail message. At 10 a.m. [redacted], again abusive, called. I told her I had left a message for Mr.[redacted] and was awaiting his return call. On Monday, June 20'h, Mr. [redacted] and I communicated that we would visit the pool Tuesday, June 21st , and assess the situation.Upon our arrival, our technician was able to locate a toenail sized hole and permanently sealed it. Thishole was caused by an external force such as cleaning action/equipment, toy or game, toenail or animal.Liners do not develop holes by themselves. [redacted] indicated that another party opened the pool for theseason. This hole may have occurred during that process.This is not covered by any warranty. Furthermore, there is a $130 invoice for the services we providedin sealing the hole.Sincerely,Jeffrey [redacted]Vice President-Sales

This is my third liner in a 10 year old pool he sent people to put in my liner that was not a real pool person him and his young son put it in messed up my light because he ran across the pool with it then I had to have electric work done they put my liner in with a stone on the deep end and I had deep spots where they didn't patch they just put it in. To call and say sorry I had a bad day well he said the F word on to calls to me I have lots of proof and lots of pictures I will send the rest as soon as I know how.