Carlton Pools Incorporated

Carlton has a great salesman, who knows what he's talking about and promises everything you want with your pool and patioUnfortunately, after handing over a $deposit (which was very quickly cashed), you never see him againAs far as service goes, there is none Any phone calls/messages that were made were unanswered or we were given excuses as to why they didn't do what they said they would The pool technicians that eventually came to our house never had the right equipment and ended up using our tools In both instances when techs were finally sent out, they had no idea what they were doing, and my husband finished the job - going out and buying the parts they said they would provide and doing it himselfI recommend you read all the negative reviews online They are all true! I wish I had thought to do this before hiring this companyThis company does not care about their customers and they do not care enough about their products and services to train reliable technicians They also don't care enough about their business to return phone calls made by irate customersPlease, take your business elsewhere!

[redacted] , After further review and consulting with our technician it has been determined that a reading of one point a inches of gas pressure was detected at our service call on MondayThis heater requires a minimum of inches of gas pressure to fire and operate properlyThe guest service line from the customers meter to our heater is inches in size and will support well above the operating pressure required [redacted] has been contacted to come out and measure the guest service coming to the meter and their regulator to verify that there is an ample supply of gas available for our heaterWe will update this response once we hear from *** Thank you Bob O***

We have had a terrible customer experience and service issues with Carlton PoolsOur pool is now leaking water after I have already paid the final bill I have paid full price for a restoration, that I now have a pool leaking and I am loosing water everyday It is not a priority for them to fix it cause they have their payment I have to fill up the pool each day to have it run I have had to have the service team out to correct plumbing working timesThis past time was for a pipe that was suppose to be new and replaces - that they used old PVC and it had a crack leading to my pool containing to drain, and leaking into the ground Dave our Salesman, omitted to tell us that the pool needed to be sandblasted, by a different company after they started the demolition Cost almost $3k more to another company Dave our Salesman, omitted to tell us that the coping stripping around the pool, needs to be performed by another company, again after they tore our wha

Dear [redacted] ,I am a little surprised at receiving this complaint as we were at [redacted] ***'s house on Thursday and did not receive any contact from this customer until Monday, May 5, 2004, at 8:at night( not able to see this until Tuesday morning) On Tuesday we secured the part in question from our vendor and mailed it to [redacted] along with a gift certificate for our store for his inconvenience and our apologiesI would expect that [redacted] should receive this package todayI'm not sure, seems like pretty good turnaround and don't know how we could of done better.Thanks ***

To clarify, our problems relate to service as well as product issues Carlton installed our pool approximately two years ago Since installation, we have had multiple issues with the heater, the UV filter, the pool cover pumps, and the premium finish on the pool In each case, we made Carlton aware of these issues (via phone and email) in a timely manner In most cases, it took multiples phone calls/emails (and, thus, more time passed) before we received a response After receiving responses, it took multiple weeks and, in some cases, months before service personnel actually fixed the issues This was the result of missed appointments and personnel who couldn't diagnose the problem (and, once diagnosed, the inability to repair the issue) We currently have two outstanding repairs that need to be made by Carlton, though we feel confident that we won't hear back from the company (even after repeated emails and phone calls to various employees) Further, the problems with our

The $dollars gift card is waiting for ** [redacted] at our Carlton Pools [redacted] Store.He needs to go to the store to sign for it and pick it upHe may use it for all Carlton in store items.Thank You, [redacted] ***

After we put pool for the first season was nice we was so happyAfter winter it showed cracks We contacts office every single years few times a year with our issues in pool cracks not plaster Pool steps crack first then went long way in poolThey send workers pretend to fix it(Just seal the cracks.)I have to leave massages before some one even respond on my massages An incompetent company - never ever use them! Pool is not chip and put my money in, so I can enjoy in summer but every time I go to swim I see cracks get upsetIts make me not to come near my poolI been leaving Massages and email Poul Ross finally Respond they will send some export .its been a month later nobody cameno phone calls no email how you guys want make business if you do not make customers happy, and not responding on phone calls or emailsI still paying loan on my poolIt's not old .See picture for your self its just unbelievableI hope after this review at least someone from carlton pool will hear us Certainly not good advertising for them

Hello [redacted] , I received your complaint today, and have reviewed our service records and also discovered that a service technician has been scheduled for today and should be at that their residence late this morning Also in reviewing our service records we indicate one service call only for a heater problem which was on August It was indicated at this time and MrsDiggins is aware that there may be a gas service issue which will prevent they heater from firing And I was made aware that when other gas appliances in the home are being used a sufficient amount of gas pressure to the pool heater is not available and will cause the heater not to fire This may require the homeowner to request a larger gas meter be installed to correct this problem Our service technician will measure the gas pressure on this visit and if the homeowner is home at the time the technician will ask the homeowner to use some of the gas appliances in the home and will measure the gas pressure at the pool heater to verify that this may be their problem Additionally, should this not be the corrective measures needed we will notify the manufacture of the heater to send a factory service technician to their home to correct the problem or replace the unit Bob O [redacted] Director of Operations ###-###-####

[redacted] Revdex.com letter Complaint # [redacted] I admit my dates where not correct Allow me to set the record straight Carlton crew arrived on 5/1/to do a spring opening (cover removal by owner) Our charge to assemble all equipment and make ready for summer use is about $ This does not include adding of chemicalsAs prescribed in our service mailer as well as on line However our crew did put Pool Magnet into the poolThe label will say not to add additional chemicals for hours We did leave poolside, Chlorine and Algaecide, as well as a pound box of D.EAll of these materials have weather protected wrappersThe card board box of course will be exposed to the weather If this was a concern and the home owner was home as stated, securing these products would be a simple task We did not agree that our people remove the wrench however we did send another along with a gift card to one of our stores as a customer relations attempt Carlton Pool Service will spring assembly nearly pools in weeksIt is a difficult task and we regret that sometimes thing can get over looked We believe we did the right thing in this case I am hopeful the ***’s will reconsider and trust that we do work hard to keep their business Respectfully, [redacted] Director of Operations

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This is not a matter of warranty This is a matter regarding damage to my property which happens to be the pool decking itself Carlton has not returned my phone call to discuss this matter Carlton also has not been to our house to assess the stain damage Carlton is speculating that it is iron oxidation, but this does not appear to be at all related to iron oxidation We sought other professional opinions and those professionals believe that it is chemical staining which occurred during the pool closing process because it was performed incorrectly How can Carlton say what they think it is if they have not be out to look at it? Carlton states that pool deck staining is not unheard of, but I believe that if this type of staining occurred all the time, people would not be using Carlton for their pool closing/opening services; Carlton has completely ruined the appearance of the pool deck We find it unacceptable that all Carlton has to offer is a website link to a restoration company - if restoration is required then Carlton should be paying for it Carlton should be coming out to our house to look at the problem before passing it off as normal Attached are some photographs of the damage This damage goes around the entire pool deck Regards, [redacted]

I hired Carlton Pools to install an inground pool in the fall of Since we opened the pool in May of we have been getting mud in the pool, coming from between cement patio and tile, every time we have had a hard rain (times last summer) Carlton claims it is not their responsibility When patio was poured they left out spacers in one area of patio We noticed a two inch gap between patio and tile This is the exact spot mud is coming into our pool They had a guy come out and admit they forgot the spacers so they put a bandaid on the problem by cutting a gap in cement and adding spacers rather than replace area with new poured cement We complained again but Carlton ignored problem We continue to get mud in our pool after each hard rain this season Carlton refuses to help in any way This is devastating to my children and family The stress during every rain is huge and we just want what we paid for When mud gets in our pool it takes days, money, and a l

DO NOT HAVE CARLTON POOLS INSTALL YOUR INGROUND POOL!!! This job did not go well at allStarting with them getting the shape of the pool wrong! We also had several delays, concrete and extra material were left all over the yard, and they forgot a pipe which later had to dig under the freshly poured concrete to attach to the poolThe framing was left around the poured concrete, no-one came back to remove itThe pipes were left exposed from pool to pump, a trench 20ft long and 4ft deepI let the project manager know and he told me my landscaper should take care of it!!!! Not the worst of it though, I can deal with all thatWhen everything was said and done, the pool sat up inches above my existing patiothe engineer told us the coping and existing patio would be on the same level and the concrete would have a slight slope away from poolWe now have to walk up hill to the poolAnd the concrete slopes 4" in an 8ft areaIt looks ridiculousThe fact that we spent $40,and that is the first thing we notice, it makes me sickI had the sales person out and the director of customer careThey definitely saw the problem and suggested removing some the concrete around the pool that meets the existing patio, to hide the problemThey got approval from the CEO to do thatLater coming back via email saying they want us to landscape first, because I might be happyWHY WOULD I LANDSCAPE FIRST (KNOWING I WOULD NOT BE HAPPY) IF THEY WERE GOING TO BRING IN MACHINES AND TEAR MY YARD UP! They said they only could give us a credit of $to their storeI have been going back and forth with them for a year to get done with concrete, and Im exhaustedThe CEO would not come out to look at the job, They do not care about the end results or if the customer is happyI know if he saw it, it would see the problem and want to fix thingsThat was definitely not the caseI do not recommend going with Carlton Pools

This is the first case to come to my attention this yearIt is not unheard of that when the covers come off pools the decking is stained. In most cases it is because the concrete material (decking and stone) has natural iron in it and when exposed to chlorine gas casting off under the
cover it oxidizes the iron and the result is staining. Carlton uses not oxidizers in the winterization products Much more no pool company warrants decking at allI can forward a copy of our agreements and thers. I very much appreciate our customers concern and can offer only a web site that says they have a remedy(***.com) Respectfully, JS***

To clarify, our problems relate to service as well as product issues
Carlton installed our pool approximately two years ago Since installation, we have had multiple issues with the heater, the UV filter, the pool cover pumps, and the premium finish on the pool In each case, we made Carlton aware of these issues (via phone and email) in a timely manner In most cases, it took multiples phone calls/emails (and, thus, more time passed) before we received a response After receiving responses, it took multiple weeks and, in some cases, months before service personnel actually fixed the issues This was the result of missed appointments and personnel who couldn't diagnose the problem (and, once diagnosed, the inability to repair the issue) We currently have two outstanding repairs that need to be made by Carlton, though we feel confident that we won't hear back from the company (even after repeated emails and phone calls to various employees) Further, the problems with our

Joe S*** 2:PM (minutes ago)to me From: *** *** [mailto:***@***.com] Sent: Tuesday, May 12, 12:PMTo: Joe S*Subject: Re: ***--------------Complaint #
*** Dear MrS***:Please advise when your crew will be at my residence I will arrange for my husband to be there I also would like the issue of the vent covers, inlet covers addressed as wellForget the replacement of the burnt plugs, we bought those ourselves. Contract numbers:Stanley *** - ###-###-####*** *** - ###-###-#### One other question, Is this coating proprietary to your company? Best regards, *** *** From: Joe S*** To: *** *** Sent: Tuesday, May 12, 9:AMSubject: Re: ***--------------Complaint # *** ***, Please try to understand we worked no where near your broken pipes.I think you are being totally unreasonable. That being said I will instruct my construction department to coat the areas around the inlets as soon as possible. J.Sent from my *** On May 12, 2015, at 8:AM, *** *** wrote:Dear MrS***: Why should I have to reimburse you for any costs? My pool was not leaking prior to your process, I guarantee that It was fully functional with the exception of bubbled paintMike H*** knows this Besides, it was never disclosed, told, communicated however you want to spin it that I would be responsible for any costs The objective of your crew was to determine the cause of the water loss/leakage Up until now, I do not believe that I have a broken pipe as we closed our pool without incident The direct cause of the water loss is due to the shrinkage of pipes after your heat applied process Your own crew mentioned that this is a known issue as I was with them at all times, yes, I took the entire day off when I knew they were going to be at my residence I watched them chip out the cement and back-fill it on some of the areas Please send me any documentation where I was notified that this was a cost to me and I will be happy to reviewI know for sure that Joanne was very communicative when it was time to receive payment The rest of the time, excuses, excuses and no response Have Steve advise you of my language once I had gotten a hold of him as I had enough of the jerk around Look at the timeline from pool fill to your company's response time and calculate the cost of water loss incurred by me. The last conversation I had with your crew is that they will be back in the spring to address the open issues as the weather had changed, hence my email to Joanne on April 17th for an update I am still waiting and now I hear that it is a matter of $$!!! By the way, does the customer even matter to you and your company? I have never, and I repeat, never gone on any public forum to post any negative comments about your company and let me tell you, there are many avenues I could have employed to do so and until this day, have not and will not as I want you to do the right thing You might want to try googling to see what others say about your company I recommend that you manage a bit closely how your customers are being serviced, the customer is the reason you exist Perhaps, you can send me a satisfaction survey with a net promoter score Look at the documentation, MrS***, it will reveal quite a lot about the quality of follow-through your company provides to the customer. Sincerely, *** *** From: Joe S*** To: '*** ***' Cc: Mike H*** ; Steve B*** ; Joe s*** Sent: Tuesday, May 12, 7:AMSubject: RE: ***--------------Complaint # *** ***, I apologize for the confusion, the issue at this point is the payment for the man hours Carlton spent looking for the source of the water loss in your pool.This work was clearly beyond the scope of the agreed upon work of coating your pool. As I explained in earlier email our posted rate is $per man hour---------$is the charge for this workI am not expecting you to pay allHowever, before we move forward I need this issue cleared up. Carlton is ready to do all necessary work to complete work left over from the original agreement. Respectfully, JS***,Jr. From: *** *** [mailto:***@***.com] Sent: Monday, May 11, 7:PMTo: Joe S*Cc: *** ***; *** ***; Steve B***; Stanley ***; Mike H***Subject: Re: ***--------------Complaint # *** Dear MrS***: It seems that there is a communication issue at hand I am not asking for your company to reimburse me for water, I have time and time again, replaced water in my pool while awaiting your company to come out and "fix the issue" I am simply requesting that your crew return to complete the job that was started last year and to remediate the open issues.At no time, did we cease communication with your company nor was advised that there was a broken line "Carlton returned on at least two occasions and on the most recent one determined that the source of the leak was a broken spa jet line / air blower lineThis line is broken outside the pool between the pool and the filter equipment. We at that time advised the customer of additional charges and with that the customer no longer accepted contact from us." Here is a view of what transpired and the numerous communications that were initiated with your company In all honesty, would you like for a company to treat you this way? Attachment enclosed and I am willing to sit down with your company and the Revdex.com or the NJ Consumer affairs to discuss this matter. *** *** From: Joe S*** To: '*** ***' Cc: *** *** ; Joanne D*** ; Steve B*** ; ***@***.com Sent: Wednesday, May 6, 7:AMSubject: RE: ***--------------Complaint # *** Hi *** , There are now issues we need to resolve on our end. Your call for water replacement needs to go awayWhile I am not looking for payment for all the time we spent looking for a leak, I do expect some compensation. Once we agree on these issues , Carlton will be out to compete anything that was let undone. Joe, From: *** *** [mailto:***@***.com] Sent: Tuesday, May 05, 4:PMTo: Joe S*Cc: Joanne Davis; Steve B***; Mike H***Subject: Re: ***--------------Complaint # *** Dear MrS***:Thanks for your email I appreciate your response When your company left after they completed the many hours of looking for a solution to the issue of water loss, there are still areas of the pool that has unfinished hydrolic cement The covers are mismatched and so are the drain vents.I had sent info to Joanne on 4/and was awaiting a response on the open items and received no response I also called and was told that Steve had just stepped out I am still awaiting a call from him. I would appreciate getting the open issues resolved Please advise if someone from your team can call me to schedule a time to come and view the pool. *** *** From: Joe S*** To: ***@***.com Cc: Joanne D*** ; Steve B*** ; Mike H*** Sent: Tuesday, May 5, 10:AMSubject: ***--------------Complaint # *** Hi ***, I have reviewed our file and interviewed the field Tec and our scheduler. What I find is Carlton Pools contracted to apply a new finish on the interior of the pool at issueWe applied the finish and because heat is used in this process, sometimes plastic wall fitting shrinkThis is why the wall fittings were suspect of a leakOur Tec epoxied around them and while a leak may have stopped at that area the pool was still leaking. Carlton returned on at least two occasions and on the most recent one determined that the source of the leak was a broken spa jet line / air blower lineThis line is broken outside the pool between the pool and the filter equipment. We at that time advised the customer of additional charges and with that the customer no longer accepted contact from us. I fully understand the frustration on the customers part and would like to work this outHowever , I do not feel Carlton has exposure to water replacementCarlton spent man hours to looking for a leak source and would like to be compensated for that effortOur hourly posted rate is $per man hour($3610.00) Carlton stands ready to address all contracted issue, but if we were contracted to upgrade the finish of the pools ( in pool work) we can hardly be exposed to broken pipes outside the poolThis would be like having your car painted when your transmission is bad and then blaming the painter. We would like to resolve the issuesI appreciate your efforts as well. Respectfully, Joseph JS*** Jr. The information contained in this e-mail message and or any attachments is client-privileged and confidential and proprietary information intended only for the use of the individual or entity named above and Carlton Pools Inc.If you are not the intended recipient, you are hereby notified that any dissemination, distribution, copying or other use of this communication, drawings and specifications is strictly prohibitedIf you have received this communication in error, please immediately notify us by telephone at###-###-#### or e-mail, and delete this e-mail messageThank you.FOR INFORMATION ABOUT CONTRACTORS AND THE CONTRACTORS' REGISTRATION ACT, CONTACT THE NEW JERSEY DEPARTMENT OF LAW AND PUBLIC SAFETY, DIVISION OF CONSUMER AFFAIRS AT ###-###-####.NJ Reg#*** PA Reg***
Joe S***
2:PM (minutes ago)
to me
From: *** *** [mailto:***@***.com] Sent: Tuesday, May 12, 12:PMTo: Joe S*Subject: Re: ***--------------Complaint # ***
Dear MrS***:
Please advise when your crew will be at my residence I will arrange for my husband to be there I also would like the issue of the vent covers, inlet covers addressed as wellForget the replacement of the burnt plugs, we bought those ourselves
Contract numbers:
Stanley *** - ###-###-####
*** *** - ###-###-####
One other question, Is this coating proprietary to your company?
Best regards,
*** ***
From: Joe S*** To: *** *** Sent: Tuesday, May 12, 9:AMSubject: Re: ***--------------Complaint # ***
***,
Please try to understand we worked no where near your broken pipesI think you are being totally unreasonable
That being said I will instruct my construction department to coat the areas around the inlets as soon as possible
JSent from my iPhone
On May 12, 2015, at 8:AM, *** *** wrote:
Dear MrS***:
Why should I have to reimburse you for any costs? My pool was not leaking prior to your process, I guarantee that It was fully functional with the exception of bubbled paintMike H*** knows this Besides, it was never disclosed, told, communicated however you want to spin it that I would be responsible for any costs The objective of your crew was to determine the cause of the water loss/leakage Up until now, I do not believe that I have a broken pipe as we closed our pool without incident The direct cause of the water loss is due to the shrinkage of pipes after your heat applied process Your own crew mentioned that this is a known issue as I was with them at all times, yes, I took the entire day off when I knew they were going to be at my residence I watched them chip out the cement and back-fill it on some of the areas
Please send me any documentation where I was notified that this was a cost to me and I will be happy to reviewI know for sure that Joanne was very communicative when it was time to receive payment The rest of the time, excuses, excuses and no response Have Steve advise you of my language once I had gotten a hold of him as I had enough of the jerk around Look at the timeline from pool fill to your company's response time and calculate the cost of water loss incurred by me.
The last conversation I had with your crew is that they will be back in the spring to address the open issues as the weather had changed, hence my email to Joanne on April 17th for an update I am still waiting and now I hear that it is a matter of $$!!!
By the way, does the customer even matter to you and your company? I have never, and I repeat, never gone on any public forum to post any negative comments about your company and let me tell you, there are many avenues I could have employed to do so and until this day, have not and will not as I want you to do the right thing You might want to try googling to see what others say about your company I recommend that you manage a bit closely how your customers are being serviced, the customer is the reason you exist Perhaps, you can send me a satisfaction survey with a net promoter score
Look at the documentation, MrS***, it will reveal quite a lot about the quality of follow-through your company provides to the customer
Sincerely,
*** ***
From: Joe S*** To: '*** ***' Cc: Mike H*** ; Steve B*** ; Joe s*** Sent: Tuesday, May 12, 7:AMSubject: RE: ***--------------Complaint # ***
***,
I apologize for the confusion, the issue at this point is the payment for the man hours Carlton spent looking for the source of the water loss in your poolThis work was clearly beyond the scope of the agreed upon work of coating your poolAs I explained in earlier email our posted rate is $per man hour---------$is the charge for this workI am not expecting you to pay allHowever, before we move forward I need this issue cleared upCarlton is ready to do all necessary work to complete work left over from the original agreementRespectfully,
JS***,Jr
From: *** *** [mailto:***@***.com] Sent: Monday, May 11, 7:PMTo: Joe S*Cc: *** ***; Joanne Davis; Steve B***; Stanley ***; Mike H***Subject: Re: ***--------------Complaint # ***
Dear MrS***:
It seems that there is a communication issue at hand I am not asking for your company to reimburse me for water, I have time and time again, replaced water in my pool while awaiting your company to come out and "fix the issue" I am simply requesting that your crew return to complete the job that was started last year and to remediate the open issuesAt no time, did we cease communication with your company nor was advised that there was a broken line "Carlton returned on at least two occasions and on the most recent one determined that the source of the leak was a broken spa jet line / air blower lineThis line is broken outside the pool between the pool and the filter equipmentWe at that time advised the customer of additional charges and with that the customer no longer accepted contact from us."
Here is a view of what transpired and the numerous communications that were initiated with your company. In all honesty, would you like for a company to treat you this way?
Attachment enclosed and I am willing to sit down with your company and the Revdex.com or the NJ Consumer affairs to discuss this matter*** ***
From: Joe S*** To: '*** ***' Cc: *** *** ; Joanne D*** ; Steve B*** ; ***@***.com Sent: Wednesday, May 6, 7:AMSubject: RE: ***--------------Complaint # ***
Hi *** ,
There are now issues we need to resolve on our endYour call for water replacement needs to go awayWhile I am not looking for payment for all the time we spent looking for a leak, I do expect some compensationOnce we agree on these issues , Carlton will be out to compete anything that was let undoneJoe,
From: *** *** [mailto:***@***.com] Sent: Tuesday, May 05, 4:PMTo: Joe S*Cc: Joanne Davis; Steve B***; Mike H***Subject: Re: ***--------------Complaint # ***
Dear MrS***:
Thanks for your email I appreciate your response When your company left after they completed the many hours of looking for a solution to the issue of water loss, there are still areas of the pool that has unfinished hydrolic cement The covers are mismatched and so are the drain ventsI had sent info to Joanne on 4/and was awaiting a response on the open items and received no response I also called and was told that Steve had just stepped out I am still awaiting a call from himI would appreciate getting the open issues resolved Please advise if someone from your team can call me to schedule a time to come and view the pool*** ***
From: Joe S*** To: ***@***.com Cc: Joanne D*** ; Steve B*** ; Mike H*** Sent: Tuesday, May 5, 10:AMSubject: ***--------------Complaint # ***
Hi ***,
I have reviewed our file and interviewed the field Tec and our scheduler
What I find is Carlton Pools contracted to apply a new finish on the interior of the pool at issueWe applied the finish and because heat is used in this process, sometimes plastic wall fitting shrinkThis is why the wall fittings were suspect of a leakOur Tec epoxied around them and while a leak may have stopped at that area the pool was still leaking
Carlton returned on at least two occasions and on the most recent one determined that the source of the leak was a broken spa jet line / air blower lineThis line is broken outside the pool between the pool and the filter equipment
We at that time advised the customer of additional charges and with that the customer no longer accepted contact from us
I fully understand the frustration on the customers part and would like to work this outHowever , I do not feel Carlton has exposure to water replacementCarlton spent man hours to looking for a leak source and would like to be compensated for that effortOur hourly posted rate is $per man hour($3610.00)
Carlton stands ready to address all contracted issue, but if we were contracted to upgrade the finish of the pools ( in pool work) we can hardly be exposed to broken pipes outside the poolThis would be like having your car painted when your transmission is bad and then blaming the painter
We would like to resolve the issuesI appreciate your efforts as well
Respectfully,
Joseph JS*** JrThe information contained in this e-mail message and or any attachments is client-privileged and confidential and proprietary information intended only for the use of the individual or entity named above and Carlton Pools IncIf you are not the intended recipient, you are hereby notified that any dissemination, distribution, copying or other use of this communication, drawings and specifications is strictly prohibitedIf you have received this communication in error, please immediately notify us by telephone at
###-###-#### or e-mail, and delete this e-mail messageThank youFOR INFORMATION ABOUT CONTRACTORS AND THE CONTRACTORS' REGISTRATION ACT, CONTACT THE NEW JERSEY DEPARTMENT OF LAW AND PUBLIC SAFETY, DIVISION OF CONSUMER AFFAIRS AT ###-###-####NJ Reg#*** PA Reg***

We have had a terrible customer experience and service issues with Carlton PoolsOur pool is now leaking water after I have already paid the final bill
I have paid full price for a restoration, that I now have a pool leaking and I am loosing water everyday It is not a priority for them to fix it cause they have their payment I have to fill up the pool each day to have it run
I have had to have the service team out to correct plumbing working timesThis past time was for a pipe that was suppose to be new and replaces - that they used old PVC and it had a crack leading to my pool containing to drain, and leaking into the ground
Dave our Salesman, omitted to tell us that the pool needed to be sandblasted, by a different company after they started the demolition Cost almost $3k more to another company
Dave our Salesman, omitted to tell us that the coping stripping around the pool, needs to be performed by another company, again after they tore our wha

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
First off, your timeline is completely off I personally spoke to *** on Friday, the day I took off from work He said he would contact the technician and have someone call me back My frustration was evident during this call After hearing nothing, my husband followed with an email to their mailbox on MondayStill no chemicals in the pool Wednesday of last week was the first interactionWhere I received a package in the mail and then an email from *** Wednesday evening Is a week turnaround time acceptable after paying over $to turn the equipment on?? Is this how you treat your loyal customers Unacceptable!
*** ***
Regards,
*** ***

Joe S*** 11:AM (minutes ago)to me Hi ***, This is a project. We have explained to this customer this project has been out of warrantee coverage for years and more. The tile had a year
warrantee and the boulder work one year warrantee. We are willing to make repairs that would be billableSteve our construction and service manager has relayed that message to customer. Have a great holiday weekend, Joe S*** Jr

---------- Forwarded message ----------
From:
Date: Mon, Jul 14, at 1:PM
Subject: Re: Fwd: Carlton Pools Complaint
To: *** ***
As part of the resolution of Complaint #***, Carlton Pools agreed to issue me a gift card in the amount of $to cover the expenses I incurred when their construction crew accidentally severed my well line As of today's date, I have not received the gift card.
Thanks,
*** ***

After we put pool for the first season was nice we was so happyAfter winter it showed cracks We contacts office every single years few times a year with our issues in pool cracks not plaster
Pool steps crack first then went long way in poolThey send workers pretend to fix it(Just seal the cracks.)I have to leave massages before some one even respond on my massages
An incompetent company - never ever use them! Pool is not chip and put my money in, so I can enjoy in summer but every time I go to swim I see cracks get upsetIts make me not to come near my poolI been leaving
Massages and email Poul Ross finally
Respond they will send some export .its been a month later nobody cameno phone calls no email how you guys want make business if you do not make customers happy, and not responding on phone calls or emailsI still paying loan on my poolIt's not old .See picture for your self its just unbelievableI hope after this review at least someone from carlton pool will hear us
Certainly not good advertising for them